TechM provided Day-1 Cost Savings of Up To 30% for a Secure Access Firm with Tiered Tech Support

Overview

Our client, a leading global secure access solution provider, faced several challenges with its tech support, including system security, application access, software migrations, and more. They partnered with Tech Mahindra for comprehensive tech support across Tier 1, Tier 2, and Tier 3, resulting in day-1 cost savings of up to 30%.

Business Challenge

Client Background and Challenges

The client operated tech support across multiple global locations, handling both voice and non-voice channels (calls and tickets). However, their existing setup faced several challenges, including:

  • Disparate systems across vendors
  • Reporting Challenges
  • Inconsistent customer experience across vendors
  • Hiring challenges

Strategy and Implementation

Tech Mahindra assembled a team of skilled professionals to provide 
tech support from multiple delivery locations. Key actions taken included:

Tiered Support

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

VPN-related Issues

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

Software Issues

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

Compatibility Checks

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