Our Integrated Services

Case Study | Fortune 50 technology major


Background

Our client is one of the world leaders in software solutions and has a global customer base, which includes Enterprise as well as Home Customers. Therefore, the client wanted to partner with a vendor, who could support this varied customer base with a consistency in service delivery. The client wanted 24x7 multi-channel support (phone, email & chat) and a multi-tier support (L1 & L2 ) structure across various languages. The client laid great emphasis on “Quality & Efficiency” as service ‘cornerstones’, which had to be provided to its customers.

Solution

arvato bagged the global contract based on our proven expertise in the customer service domain, and global presence in the market. This ‘global’ relationship was to be serviced from arvato’s ‘local’ sites across the globe.

arvato India was, hence, chosen as a ‘one-stop shop’ to provide English language support for the following lines of business:

Product Activation: We provide activation assistance for a wide range of products of varying complexity for both retail and corporate segments. We deliver voice-based inbound customer support for the US, the UK, Ireland, Scotland, Canada, South Africa, Australia and New Zealand market.

Besides, our team provides support to Home customers, who are unable to activate their product through IVR or on the web. This program runs 24/7 and 365 days

Training & Certifications: The client is an established authority on tools, software and hardware. They run a number of industry recognised ‘certification’ programs. arvato India provides customer service to professionals, who have enrolled for various educational and professional certification programs based on client’s technology platform. arvato India provides information related to courses, study material and their access, testing centers and their location, number of exams needed to attain certification, renewal of certification, payment queries, course fee queries, website navigation and basic trouble shooting based on error messages. Medium of support is inbound voice, email and chat support, while hours of operation are 13/5, 365 days a year.

Global IT Helpdesk for CRM Application: We provide L1 & L2 technical support for an incident management tool to client’s internal users as well as their partners across the world. In-scope activities relate to assistance on user access control, fulfillment and technical help within agreed SLA. arvato India is also actively involved in performing ‘user acceptance testing’ when new versions of the application are released. Medium of support is e-mail, while the hours of operation are 24/7, 365 days a year.

Scanning & Archiving: The service scope includes receiving physical documents, rule-based validation and scanning, followed by case creation on a global online tool. The team deals with a high number of physical copies, which needs to be archived with a quick turnaround.

Highlights

Service scope includes:

  • Relationship of seven years & growing
  • Team size: 100+ FTEs
  • Service hours: 24x7x365
  • Support via phone, e-mail & chat
  • Support language: Worldwide English
  • An excellent 95% CPE (customer & partner experience) rating from client
  • Managing over 3,000 calls & 600 e-mails per day
  • ‘Quality’ performance trending over 90% (achieving results for COPC) against a target of 75% (COPC 3/4th rule)



> About Client

Our client is a Fortune 50 technology major offering extensive services & products and addressing both the consumer & business domains.

This multinational computer technology corporation develops, manufactures, licenses, and supports a wide range of software products for computing devices.

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