Support Analysis
To provide technical support for the client's home office and business customers. The team was required to handle integrated Tier 1 technical queries (software and hardware troubleshooting) as well as general inquiries from customers.

The offshore centre team started with implementing a pilot for the client who used the RightNow® Web CRM platform. The client's proprietary customer databases were accessed through a Citrix thin client installed on the desktops at the offshore centre.

Initially, the client sent a trainer to train the team as well as to conduct Train-the-Trainer sessions at the offshore centre. Thereafter, all ongoing training has been conducted through conference calls and web conferencing. A lab was setup where all the products and software supported were connected to stand-alone crash PCs to simulate the customer's environment and deduce appropriate rectification.

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