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.
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
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.