Scale at Speed™
Building India’s own large language model
Our client, a leading global network monitoring platform, required Tier 1 technical support to serve its global customer base across voice and non-voice channels. They partnered with Tech Mahindra to transform their support infrastructure and services. Leveraging our deep domain expertise and global delivery model, we implemented a scalable Tier 1 support framework that maintained customer satisfaction scores above 97%.More
Our client, a leading global network monitoring platform, required Tier 1 technical support to serve its global customer base across voice and non-voice channels. They partnered with Tech Mahindra to transform their support infrastructure and services. Leveraging our deep domain expertise and global delivery model, we implemented a scalable Tier 1 support framework that maintained customer satisfaction scores above 97%. Our approach enabled faster response times, effective issue containment at Tier 1, and improved lifecycle support for end users.
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Our client is a provider of global network monitoring services. They cater to a worldwide customer base comprising a mix of premier enterprise customers, broad commercial users, and partners and resellers. Their existing technical support services were proving inefficient due to:
Leveraging over two decades of experience in technical support for both enterprise and consumer segments, Tech Mahindra implemented a tailored Tier 1 support model. Our solution incorporated the following key interventions:
