IT Enabled Services

Case Study

Inbound Technical Helpdesk Setup

A renowned company, which specializes in providing a host of IT applications and add-ins, used the services of our inbound technical helpdesk. Our call center agents succeeded in resolving all the technical queries that were received

The Customer

This customer is a world renowned Japanese retailer brand based in the JP/US/UK/FRA/RUS/SNG/CN/HK/KR .This was our first engagement with the company.

The Requirement

The customer wanted an inbound technical support help desk / remote IT support center, to cater to the technical queries and issues faced by their employees and the stores in the U.S/UK/FRA/RUS/SNG/HK

The Challenge

Our customer provided a diverse range of IT services and solutions. So, staffing the help desk was our biggest challenge. Technical Support Staff answering the inbound calls had to be:

• Technically proficient in a variety of tools and technologies.
• Must be bilingual.(Japanese / English).Japanese proficiency equal to that of a Level2 JLPT certified candidate.
• Experienced enough to fix customer issues over the phone, and to answer complex technical queries capably.
• All this had to be done from a remote client location in a village town in Japan in an economical manner within the customer’s expected budget. The call center staff received no technical training from our customer.
• From the scratch the process and support has to be defined as we were the first to be offered the internal global support of the customer.

The Solution

NTPL rose to the challenge as always and used the vast experience we have garnered on previous, similar projects to ramp up fast. Our solution was three-pronged:

• Targeted Staffing: We staffed the helpdesk with able, experienced bilingual (Japanese/English) technicians who had worked on similar projects, and had broad knowledge of the platform(s) our customer’s IT solutions were based on.
• Training: These support staff were further trained on the specific solutions and services required by our customer so that they could respond to calls confidently and solve problems in a speedy manner.
• Economy: We used the economies built in the onsite outsourcing model, to locate the technical support help desk in a remote village in Japan (customer place) and passed on the savings to the customer so as to meet their budget.

The Result

The remote IT support center has been functioning for the 3yrs in Japan.

NTPL has been consistently meeting, and exceeding the SLA agreed upon with the customer. There has been NO issue logged with respect to NTPL’s services on this project

The customer is very happy with our (ongoing) support services, and tangible benefit metrics, though available, cannot be shared due to customer confidentiality issues.

However, we are happy to report that our customer has noted the following:

• All technical queries are being handled with precision.
• The company’s technical products and services are being simplified for those who call.
• NTPL has proven itself in providing the right infrastructural support to handle all calls.

The customer is delighted with NTPL’s services and the project is an ongoing one.