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
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
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HCL’s Salesforce.com Credentials:
- 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
