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Centre of Excellence for Managed Support Case Study

Published Date: 
May 03, 2012
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
  • 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 Credentials:
    Salesforce Premier Consulting Partner
  • HCL’s SFDC Practice offers “Advise to Execute” Services covering Consulting, Implementation, Enterprise Integration and Maintenance & Support.  Key highlights of HCL practice:
  • PREMIER Consulting Partner with (Topmost Tier)
  • One of the largest pool of Certified Consultants among SFDC partners globally
  • Selected by for providing L2 Developer Support globally on platform
  • Dedicated Centre of Excellence for with IPs and frameworks including CRI™, iSM™, CTMS, ExACT, i-Migrate, etc.
  • 360 degree Market facing joint GTM with
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