What is "Seamless Helpdesk Support"?
Typical helpdesk organization for a product or a system has three levels: 1,2,3. While Level 1 support professionals need deep application knowledge, the Level 2 and Level 3 support requires Technical knowledge of the product / system.
Innowe has a unique combination of both the above skills, thanks to its IT & Support Services divisions. By combining the expertise of these two teams, Innowe has come out with the "Seamless Helpdesk Support" (SHS) wherein the users of your product / system can have a single Query Reporting System (Error logging or Service Request) which will be addressed by our Helpdesk team comprising of all three levels. The issues will be categorized based on the business rules and by directing to the right team (level), users of your product/system will be assured of the best support with a short response time. As we take the complete responsibility to respond to the issue without any chance for ownership conflicts, it would be a seamless support to your user group.
What are the key benefits of the SHS?
- Your users would get a seamless support, resulting in better experience and satisfaction
- Response time is reduced with the help of integrated support team for all levels
- Cost of support for your product / system is controlled and savings are between 30% to 60%
- The SHS team has better scalability - to suit your business demands; team ramp-up and scale-down can be rapid and without impacting your business besides relieving you from legal / labor union problems
How is Innowe different when it comes to SHS?
Innowe is the only player specialized in Technology and Process services for Global Industry, and having experience of handling Technical helpdesks for over 5 years for many Applications, Enterprise business clients as well as to product companies.
How to engage Innowe's SHS?
When you express your interest to us in organizing a Seamless Helpdesk Services for your user group, we will contact you with an assessment sheet to understand the product details, level(s) of support required, Request statistics, SLAs and other relevant details.
These details will be analyzed by our Client Engagement team and we will get back to you with an irresistible proposal giving you details on the team organization, commercials and the terms. Upon your acceptance of the proposal, we will proceed with taking you through the contract formalities, and then have the team to start supporting your users, after a transition period!
Follow-the-sun Helpdesk Support from Innowe
When your product has users in multiple continents, we help you by setting up 24hr shifts, each shift designed to support one region.
The location of the team becomes irrelevant in such scenarios, and all teams can work from the same office. The benefits of such an arrangement range from more motivated staff to sharper focus and better problem resolution.
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