Technical Support

Case Study | Leading data recovery software company


Background

Our client is a leading software solution provider and develops backup and recovery solutions for both Home and Enterprise users with more than 175,000 Customer and presence in 90 countries. They have a suite of products tailored for Home and different Enterprise depending upon the requirement, scale and environment and also offer a hosted cloud solution as part of the overall Disaster recovery mechanism.

The client was looking for a reliable vendor to migrate their Customer support, which was being handled by their captive centres across the world. Backup and recovery is part of a Disaster recovery mechanism of Businesses as well as retail users hence accuracy and speed of response being the primary objective, the client wanted a vendor who could relate to their customers’ needs, and respond with prompt and accurate resolutions on High-End complex technical issues.

With three modes of communication in mind, namely, phone, chat and e-mail, the client approached arvato India to provide service and solution to its large number of customers worldwide.

Solution

arvato India Initially went live with Level 1 E-mail Technical Support in year 2008. Within a span of year since going live arvato India started supporting both Home and Enterprise users across E-Mail, Chat and Phone on English Language for Customers across the world

Since 2011, we are also handling Tier 2 Technical Support volumes for all three media of support.

Today, we provide Level 1 & 2 Technical Support on phone, chat, E-mail, Forum as well as Social networking sites for the client’s range of backup and disaster recovery software for Windows and Linux.

  • Advanced Technical Support for client’s product range for enterprise as well as home users
  • Installation, configuration & recovery assistance for Physical as well as Virtual Environments
  • Backup & Recovery support for both on-site as well as Cloud solution
  • Support through multiple mediums i.e. phone, e-mail, chat and forums
  • Work against service levels, ranging from 1-24 hours, depending on support priority index
  • Support through remote access at individual as well as enterprise level
  • Support for pre-sales enquiries
Key Facts

  • Start of operations: August 2008
  • Pre & post Sales Technical & Customer support worldwide
  • Handle approximately 5,000 inbound & outbound phone incidents; nearly 4,000 chats & 15,000 e-mail incidents per month
  • Service hours: 24x7x365
  • Region supported: Global
  • Support language: Worldwide English
  • Team size: 70
Achievements

  • Ranked #3 in the Best Outsourcing Partnership category for EMEA region at the Contact Centre World Awards in the London 2012 edition
  • Helped client in improving the knowledge base (KB) content by providing information on broken links and requesting articles for new and emerging issues faced by customers on a daily basis. Additionally, suggested content for existing KB articles
  • Extensive UAT support for all Beta and Pre release versions



> About Client

Our client is one of the world’s leading data recovery and backup solutions provider with presence in over 90 countries, and with more than 1,75,000 customers across various industries.

Our client offers advanced and scalable backup and recovery products for home and enterprise users depending on the customer’s scale and environment.

Technical Support


Learn more about our Technical Support service. Click Here