Provided Best-in-Class Resolution Scores for a Global Networking OEM Networking

Overview

Our client, a leading global networking original equipment manufacturer (OEM) based in the Bay Area, wanted to improve consumer support for its range of networking devices. With growing support demands and evolving customer expectations, the client partnered with Tech Mahindra to tap into our proven expertise in delivering multilingual, multi-channel technical support.More

Our client, a leading global networking original equipment manufacturer (OEM) based in the Bay Area, wanted to improve consumer support for its range of networking devices. With growing support demands and evolving customer expectations, the client partnered with Tech Mahindra to tap into our proven expertise in delivering multilingual, multi-channel technical support. Tech Mahindra successfully piloted and scaled a support subscription model, which resulted in best-in-class resolution scores and an improved net promoter score (NPS).

Less
seamless-veeva-vault-thumb

Client Background & Challenges

The client provided technical support through multiple vendors across the United States, Canada, Australia, and New Zealand (ANZ), and Asia-Pacific (APAC) over voice and non-voice channels. The key challenges included:

  • Rising Support Costs
  • Fragmented Vendor Landscape
  • Need for a New Support Model

Our Approach and Solution

Tech Mahindra, with over 20 years of experience in enterprise and consumer tech support, deployed a phased and consultative approach that included:

Proof-of-Concept

Piloted a team of techno-sales representatives to test the support subscription model.

Subscription Model Rollout

Tech support subscriptions were introduced to a limited product line.