Our suite of services aims to reduce the operational costs and thereby reduce the overall TCO of a product. The primary focus of our services is the operations (customer support/sustaining) team that delivers support services to end-users. Operational cost is a function of the ability of the supported product to lend itself to support. The better the capabilities of a product to ease the delivery of support, the more 'supportable' the product becomes. By attempting to gauge the 'Supportability' of a product, our services lower operational costs by ;

• reducing incident occurence (MTBF)
• reducing time to resolve (MTTR)

By enabling and empowering the service delivery life cycle

We analyze your current support organization's capabilities with your product support portfolio in perspective. We assess your support organization's infrastructure in terms of agent expertise, tools expertise, knowledge availability and finally, the support worthiness of your products (Supportability). We define Supportability as the measure of the effort needed to maintain the operational status of a product. In other words it is the measure of the capabilities of a product to lend itself to support. Once we complete the analysis, we submit an implementation plan. The implementation plan is detailed in terms of training, tools, documentation, processes, methodologies, knowledge management, best practices and any other recommendations deemed vital to the process.

We then assist you to execute the implementation plan, if required. Our qualified consultants can assist you to operationalize the plan in a timely, detached and efficient manner.

How intrusive is all this to your support organization ?

Typically, it is least intrusive to your existing problem solving processes and methodologies that are currently in place. We provide you with the expertise to train you on how optimally the processes can be performed. However, you do have the choice of managing the implementation of the changes or introducing new processes and methodologies, with the new methodology that we provide.

What kind of success have we had ?

In the past, by implementing our recommendations, incident resolution times have been reduced to zero in many instances. Problem isolation, escalation and resolution times have been significantly reduced using our tried and tested methodologies.

Executive and senior management are able to formulate focused, customer centric policies, and adopt a proactive support as opposed to being reactive. With the highly focused and intuitive input that we have provided, management has been able to attain an appropriate support stance. We think of support as a primary activity, not a 'default catch-all' exception handler.

Support managers have gained deep insights into the intricacies of support activities, agent enablement strategies and problem prevention methods.

Customer support agents have benefited immensely from enhanced product awareness, advanced debugging and diagnostic tool set awareness, problem isolation and deduction best practices.

What kind of tools do we use?

We use proven, well established tools and processes to deliver dramatic results. Our tools are both open and closed source tools (in the case of software). Again, our processes are well-established processes. The uniqueness and value we bring to all this is the application and experience of these tools/processes to enhance the support experience by reducing costs.

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