Client Situation: As the company’s customer base increased quarter on quarter, the number of calls to the customer care center also increased by 15-20%. As new products were in the pipeline, the client expected the call volume to increase further. In order to retain call volumes at manageable levels, empower customers to help themselves, and provide documentation for the support teams, the client needed a self-help capabilities enhancement program.

About the Client: The client is a U.S.-based networking vendor in the business of enterprise wireless LAN and edge access networking equipment. Their core products are access points (APs), mobility controllers, and network management software through their Airwave Management Platform.

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