Client Situation –Modernize Customer Interfaces and Create Revenue Streams through Premium Technical Support for a Large Networking Company
With changes in networking support trends and rising expectations from customers, the client was under immense pressure to deliver best in class customer experiences, with a customer centric delivery framework that is resilient and sustainable. They also faced financials pressures and needed to transform change the cost model of the expensive support center. There were many opportunities to be more efficient with digitized support ecosystem but they also recognized the opportunity to drive revenue directly from their support function.
About Client - A major global networking company operating out of 25 countries and producing hardware such as hubs, routers, adapters, and modems for consumers, businesses, and service providers.
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