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Intelligent Tech Support (ITS)

Case Studies

Autonomous vehicle
HCL’s INTELLIGENT TECH SUPPORT (iTS)

World's leading telecom service provider was facing challenges in identifying issues from available resources accurately and timely. It was looking for solution to reduce turnaround time. Download the case study to discover how HCL's iTS enhanced customer's productivity in operations.

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Challenges we address

Organizations today are demanding a more proactive, intelligent, and intuitive support experience. Currently, the technical support functions focus only on time and cost efficiencies whereas customer support representatives are disconnected from product issues and cannot communicate efficiently with the customers due to unstructured methodologies within the organization.

How HCL Can Help

HCL’s Intelligent Tech Support (iTS)solution expands the scope of tech support and ensures improved operational efficiency of your existing infrastructure. With its analytics capabilities, iTS helps realize lower costs and reduced MTTR with minimal effort and easy integration.

Its key features are:

  • Intelligent self-help modules
  • Related Issue and Solution Identification
  • Bug/Defect Prioritization
  • Robust dynamic visualization and dashboards

Intelligent Tech Support (iTS) finds application in various industries like independent software vendors, Telecom , OEM, Aerospace and Medical devices.

What You Can Expect

Intelligent Tech Support (iTS):

  • Improves productivity by up to 15-20%
  • Helps in support volume reduction of 15-25%
  • Improves operational efficiency and throughput
  • Improves CSAT and product experience
  • It helps to remove the knowledge void created due to attrition, transition and deskilling

What We’ve Done for Others

  • For a leading telecom provider, we helped improve productivity by 5% by customizing iTS webapp to access queries and inject intelligent tech support solution to open tickets. It resulted in improvement in MTTR and solution-identifying process.
  • For the world’s largest independent software vendor by revenue, we helped improve overall productivity by 5% eliminating manual interventions in tracking and solving issues. This resulted in enhanced customer satisfaction.
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White Paper

Engineering Services Outsourcing - Unraveling Myths
Engineering Services Outsourcing - Unraveling Myths

Case Studies

INTELLIGENT TECH SUPPORT (iTS) FOR ISV
INTELLIGENT TECH SUPPORT (iTS) FOR ISV
Autonomous vehicle
HCL’s INTELLIGENT TECH SUPPORT (iTS)

Brochure

Business Impact through Product Engineering
Business Impact through Product Engineering
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We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.