Overview
A leading EV infrastructure company in North America partnered with Tech Mahindra to manage over 200,000 annual support cases across 10+ lines of business. The client required scalable multilingual operations, efficient invoice and quotation processing, and standardized field processes.More
A leading EV infrastructure company in North America partnered with Tech Mahindra to manage over 200,000 annual support cases across 10+ lines of business. The client required scalable multilingual operations, efficient invoice and quotation processing, and standardized field processes. Through Tech Mahindra’s 24x7 multilingual hybrid delivery and domain-led solutions, the client achieved improved process quality, reduced average handling time, and substantial savings in operational costs.
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Business Challenge
With more than 200K+ support cases annually across 10+ lines of business, the client faced growing challenges in managing high-volume multilingual operations and complex invoicing and quotation errors. Recognizing the need for a scalable, SLA-driven support system, the client chose Tech Mahindra to deliver multilingual customer and technical support.
Our Approach and Solution
- Deployed 101 FTEs across Tech Support, Welcome Centre, Invoice, and Quote functions
- Operating on a 24x7 hybrid delivery model spanning India, Manila, and Europe
- Language support included English, French, and German via voice, chat, and email channels
- Implemented NetSuite, Salesforce, and Echo Vera to manage ticketing and finance workflows
Business and Community Impact
- CSAT improved from 3.03 to 7.68
- $11M+ in processed sales orders
- $157K saved through invoice validation