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Centre of Excellence for Managed Support Case Study

Centre of Excellence for Managed Support Case Study

Customer Background
A Leading enterprise cloud computing company headquartered in San Francisco that distributes business software on a subscription basis.
 
Business Challenges
Challenges in handling the exponential growth volume of L2 support tickets due to low scaled internal team set up
 
HCL Solution Delivered
  • L2 Team resolves technical issues reported by partners and customers of the company through  phone calls from them as well as cases, voicemails and emails
  • Customizing or developing code to meet customer requirements
  • Provision of 24*5  Support  for US ,EMEA and APAC based customers
  • Understanding the business impact and complexity through application of  domain and  technical knowledge
 
Benefits
  • Deep technical  and  domain experience in  proprietary technologies in offshore model
  • Process improvements and customizations to improve business efficiency
  • Ability to execute Support for customer & partner ecosystem from one single location
  • Ramp-up of  global support team from a central location to provide higher productivity

About HCL Salesforce Practice
  • HCL’s Salesforce.com Credentials:
    Salesforce Premier Consulting Partner
  • HCL’s SFDC Practice offers “Advise to Execute” Services covering Salesforce.com Consulting, Implementation, Enterprise Integration and Maintenance & Support.  Key highlights of HCL Salesforce.com practice:
  • PREMIER Consulting Partner with Salesforce.com (Topmost Tier)
  • One of the largest pool of Salesforce.com Certified Consultants among SFDC partners globally
  • Selected by Salesforce.com for providing L2 Developer Support globally on  Force.com platform
  • Dedicated Centre of Excellence for Salesforce.com/ Force.com with IPs and frameworks including CRI™, iSM™, CTMS, ExACT, i-Migrate, etc.
  • 360 degree Market facing joint GTM with Salesforce.com

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HCL Technologies Ltd. will treat any information you submit with us as private and confidential. We will not share your personal information with any third party, except where disclosure is made at your request or with your consent or where required by law. Please read our Privacy statement for additional information.