Scale at Speed™
Overview
The client, a global leader in the wireless fabric infrastructure industry, faced challenges in delivering seamless tech support across multiple lines of business and managing a multi-tiered global support structure. Tech Mahindra implemented a robust voice and non-voice tech support solution, streamlining operations and elevating service quality.More
The client, a global leader in the wireless fabric infrastructure industry, faced challenges in delivering seamless tech support across multiple lines of business and managing a multi-tiered global support structure. Tech Mahindra implemented a robust voice and non-voice tech support solution, streamlining operations and elevating service quality. This integrated solution resulted in a high CSAT performance of over 90%, reinforcing the client’s commitment to exceptional customer experience.
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Client Background and Challenge
The client provides broadband and Wi-Fi solutions to commercial enterprises, government organizations, and resellers across multiple regions. Given the scale and complexity of their operations, they faced significant challenges:
- Managing multi-tiered (L0, L1, L2) technical support
- Delivering multi-lingual voice and non-voice tech support
- Handling different lines of business efficiently
- Supporting advanced networking technologies
Our Approach and Solution
TechM deployed a structured, scalable solution focused on skilled workforce enablement, a smooth transition strategy, and a robust support framework.
- Hiring and Training: Onboarded skilled professionals and implemented a structured training program, ensuring technical readiness across support levels.
- Seamless Transition: Executed a phased migration approach with zero downtime by leveraging parallel environments, rollback strategies, and automated checks.
- 24x7 Multi-Tier Tech Support: The solution included dedicated SMEs, advanced AI-driven monitoring, ticket automation, and predictive analytics to enhance resolution efficiency.