Overview

A global secure access enterprise faced several challenges with its tech support, ranging from system security, application access, software migrations. They partnered with Tech Mahindra wherein we implemented a tiered support model across Tier 1, Tier 2, and Tier 3. This resulted in cost savings of up to 30% on Day 1 itself.

Business Challenge

Client Background and Challenges

The client, a leading global secure access solution provider, was operating their tech support across multiple global locations, handling both voice and non-voice channels. However, their existing setup faced several challenges, including:

  • Troubleshooting VPN-related access issues
  • Host checker issues
  • License management issues
  • Software upgrades and migrations
  • Bug resolution and troubleshooting
  • Processing returns merchandise authorization

Strategy and Implementation

We deployed a team of 120 skilled professionals to provide global tech support from multiple delivery locations. Key actions taken included:

Tiered Support

Delivered the client’s requirements through a tiered L1, L2, and L3 support model.

VPN-related Issues

Applied corrective measures, adjusting MTU settings, reissuing certificates, and ensuring correct DNS resolution.

Software Issues

Resolved licensing, upgrade, and migration issues and ensured sync with cloud-based licensing platforms.

Compatibility Checks

Conducted pre-upgrade checks for upgrades and migrations and post-migration validation to ensure service continuity.

System Bugs

Worked with engineering teams to eliminate system bugs and created feedback loops for continuous improvement.