Advanced Technical Support Solution

Suma Soft Provides Advanced Technical Support for A Leading US-based Software Product Company.

Client’s Background

Client is a leading provider of real-time end-to-end monetization and subscriber management software solutions that enable network operators and service providers to deliver innovative and truly dierentiated customer service experience for their growing client base.

The company has world-class experience and is dedicated to helping service providers derive the highest possible business benefits from deployed BSS platforms and infrastructure. It has provided services with value-added functionality to more than 250 telecom service providers globally that includes Idea, Vodafone in India and Europe, Digicel group of the Caribbean slands and many more.

Project Requirements

The client’s business grew rapidly with the increase in customer base and the need for building brand loyalty. The Client was interested in finding a trusted support partner with consistent service delivery capabilities to meet their unique needs.

Solution

Suma Soft provided a proficient ticketing help-desk to that included Level 1 as well Level 2 Support.

  • Worked as a bridge between Level 1 and Level 2 Support
  • Handled about 500+ critical queries in a month
  • Improved response time by 50%​
  • Provided scalable Support during holiday and peak period
  • Delivered Competitive pricing &
  • Reduced Total Cost of Operations (TCO) by 70%​

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