Technical Support Services

Tech-support services today are seen as a proactive discipline of preventing customer concerns and dissatisfaction, rather than a reactive function of handling customer issues. There is a direct relationship between the quality of your tech-support services and your customer satisfaction. It is evident that low quality tech-support will cause a customer to seek an alternative product or service from a competitor.

MindTree's tech-support practice team has worked with some of the leading technology companies and enterprise businesses and understands their challenges. We offer comprehensive onshore & offshore technical support services for product companies involved in developing enterprise class hardware products and software applications. MindTree helps reduce total-cost-of-ownership for your end customers, by providing comprehensive solutions for complex technical problems. Increase in product sales is just one of the benefits gleaned from our support services.

Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals, and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting, and usage support.

Our Tech-support capabilities and services

Our tech-support approach goes beyond traditional mode of reactive customer issue handling to proactive customer profiling, predictive analytics, and flat tiered models. Our association with in-house engineering gives us a greater understanding of the product functionality and technology issues. We leverage this understanding to bridge the gap between real-world product issues that we grasp from our customers, and technical experts involved in the development of the product.

MindTree leverages its capabilities and tailors the best possible solution for your tech-support needs. Our consulting group plays a key role in assessing your tech-support readiness and requirements before recommending a solution that provides the highest ROI to you and the highest degree of satisfaction to your customers.

Following are some of our key service features:

• 24x7 services
• Multi Channel: Voice, Email, Chat and Web
• Private labeled service
• Quality Monitoring
• Dedicated lab
• Field simulations

 Packaged Services

MindTree offers a range of specialized packaged tech-support services in addition to the core services. These services are usually targeted towards your preparedness for dealing with long-term strategic needs as well as immediate needs of improving the operational processes:

• Tech-support operational assessment
• Transformation to knowledge centered support
• Support contract management
• RMA logistics and life cycle support
• Managed services for the install-base

These services have specific deliverables and are serviced by our on-demand experts.

MindTree Differentiators

• Focus on enterprise product support
• Knowledge centric approach - shift from post-failure analysis to predictive analytics
• Increased efficiency in solving problems:
  • Overall 30% to 60% improvement in resolution time
  • Increased support capacity by 20% to 100%
• Efficient and timely creation of knowledge assets
  • First call closures increased by approx. 75%
  • Approx. 20% reduction in total number of support calls
• Flat-tier and multi-tier service models
• Direct association with in-house engineering team to offer value-added services