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Infrastructure Product Support Services

Challenges we address

Organizations across the world are facing business challenges related to high customer churn, rapidly changing technology, rising customer expectations, and the high cost of operations. The exponential demand for Internet-based devices and sophisticated products are making it challenging for companies to manage them all. Given this scenario, companies are focusing on improving and innovating their support processes for customer acquisition, service, and retention. At this time, when consumers demand innovative products, competitive pricing, differentiated services, and a high level of service, it becomes imperative for equipment manufacturers (EMs) / independent software vendors (ISVs) to focus on driving innovation, reduce technical support costs, improve user experience, and deliver SLA led services.

HCL’s Product Support Services

HCL is helping clients differentiate themselves through world-class product support services, helping them troubleshoot and resolve problems quickly, thereby improving service levels and attaining higher customer satisfaction. HCL has the experience, skills, processes, tools, frameworks and speed to help EMs/ISVs achieve their operational, cost and business goals. HCL has rich experience in delivering product support to large global enterprises.

HCL offers the following product support services to EMs/ISVs:

Product Support Services - HCL Tech

What you can expect

Positive impact on customer proximity and reach
  • HCL’s global delivery centers in APAC, Europe, Africa, North America, and South America provide reach, customer proximity, and address language requirements.
Positive impact on operational excellence
  • HCL Management Tools as a Service (MTaaS™) automates and enables the processes required to deliver efficient and effective services.
Positive impact on the talent ecosystem
  • HCL’s Talent Management Framework clubbed with the formation of OEM-specific centers of excellence helps EMs / ISVs create the right cross skilled resources to meet business requirements.
Positive impact on speed to react in the market
  • HCL helps EMs to accelerate the acceptance of new solutions/products by proactive management, and supports leading ISVs to launch Cloud-based services to cater to the SMB segment.
Positive impact on CSAT
  • Technical support services contribute 22% of the overall industry loyalty drivers. We have been successful in helping organizations retain customer loyalty by consistently achieving high CSAT scores.
Positive impact on the bottom line
  • HCL helped a leading telecom equipment manufacturer reduce its technical services cost by 30%, and helped a leading VAS solution provider reduce its deployment cost by 20%.
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What Customers Say

"Having realized that IT is a core competency for HCL, we have partnered with who we think is best of breed in the industry…

What we found in HCL was that next level of innovation, that next level of experience, that next level of critical thinking.... all of those things proved HCL to be a strong partner."

- Sunjeev Pandey, Senior Director, Microsoft.com 

"HCL has a lot of good people with a lot of initiatives, skills and knowledge. HCL is an environment where we can succeed; where each individual in HCL can succeed, the group can succeed and the overall relationship with a customer like Sun America A.I.G. Retirement Services can succeed."

- Ron Sac, Assistant Vice President, Sun America