Client Situation – Holistic Product Life-Cycle Support Drives Services Optimization for a Next-Generation Network Security Company
After rapid growth and acceptance among large enterprises in the market, the client wanted to set-up a robust support center of excellence to effectively manage customer experience. The initial focus on areas such as product development and marketing had left them with a lack of maturity in managing their customer support function. There was little expertise in how to formalize technical support processes and no experience needed to set up systems and procedures to boost productivity, they were unable to measure the efficiency of support engineers and identify areas of improvement.
About Client - A growing player in the network arena providing a consolidated set of offerings such as routers, SSL technologies, and NAT products (Network Address Translation).
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