Outsourcing technical support functions will greatly advantage companies who need to run the technological race under highly competitive market challenges, allowing them to focus on their core processes without compromising on customer service and support. You require the best resources to be devoted across your enterprise as you grow. There is a constant pressure on the support team as it needs to respond to each customer situation and deliver comprehensive solutions. Therefore outsourcing technical support to offshore partners is a good business decision and many global companies opt for this as they face operational constraints such as:
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Keeping infrastructure investments low |
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Need to relieve core resources of the organization from routine operations |
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High resolution time-Time zone difference |
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Domain business expertise in Implementation support |
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High labor costs and attrition rates among technical support staff |
Bristlecone support services offer a sustainable value proposition with the vast pool of highly skilled professionals who have requisite business knowledge. Companies can achieve greater business value from their support service investment with the benefits like
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Focus on core competency and strength |
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Increased level of customer satisfaction |
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Reduced operational and infrastructure cost |
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Improved resolution time by providing 24/7 global support |
Bristlecone’s Product Support offering is based on three elements
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People |
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Processes |
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Technology |
People and Processes
At the heart of our offerings lies the expertise of our people which is put to use for solving the most critical business problems of our customers. At Bristlecone we make sure that we have the right mix of people to tackle any challenges faced by our customers head on.
Our support team consists of experts at three levels to ensure hundred percent issue resolution. At Level 1 we have engineers who will help you solve the problem with defined steps. At Level 2 we have subject matter experts who do a root-cause analysis and at Level 3 we have a skilled problem resolution expert. Our Support process is driven by a step by step methodological approach. We have detailed issue management and ticket management processes with well defined steps to ensure hundred percent resolution. The issue is escalated to the next level only if it isn’t solved at the first or the second level.
Technology
Besides the people and the processes it is our technology which is the highlight of our Product Support offering. Apart from the conventional support functions we offer our clients a state of the art Support Portal. This Portal serves as a knowledge center with guidelines and frameworks to help the clients solve their problems on their own with a step by step description of each solution. If due to some reason the client is not able to solve the issue using the information in the portal then it is escalated to L1, L2 or L3. The portal has quick reference guides, online dashboards, FAQs and what if models to help clients help themselves. It offers the following benefits to the clients:
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| Bristlecone Support Portal |
Major Benefits |
Ticket Management |
Questionnaire
Message filtering and Redundancy checks
Motivate customer to identify & solve issues on their own
Wiki Guide
Access to tech notes and recent hot fix
Motivate customer to update workarounds for new issues |
Issue Management |
What if model
Help support team to fix issues ahead of bench mark time
Motivate to support team to be proactive |
Knowledge Management |
Knowledge Repository
Quick reference guides
What if model / model building exercises
Proactive approach to resource scalability based on forecast
Rapid reduction in ramp up time
Less dependency on resources |
Performance Management |
Online Dash Boards
Highlights and Lowlights
Current / past month Quality & Performance metric
Reports
Analytics
License tracker |
To learn more about how Bristlecone Product Labs can help with your product strategy, please contact us. |
