Engagement Methodology

MindTree uses a five-phase approach to all our new technical support engagements.

Our Technical Support lifecycle activity involves:

Requirement Analysis

During this phase, MindTree will study the product line, existing install base, customer demographics, current support operations, historical data regarding support issues, and every other aspect of technical support. We then put together a solution in terms of team size, team composition (experience/skills), and training plan. The solution is then signed off by our clients with appropriate SLA terms to govern the relationship.

Knowledge Acquisition

The Knowledge Acquisition phase sees the constitution of a seed team, which undergoes thorough training on products and processes. This seed team will, in turn, train other members of the team. MindTree will then define the processes to be followed by the offshore support team, decide on the metrics to be collected, and the reports to be generated to meet business needs. We also establish transition and execution plans in this phase. The process to be followed by the offshore team is documented, and customer approval is obtained.

Setup

The Setup phase establishes the routing of telephone calls originating from customers worldwide to our offshore delivery centre in Bangalore. MindTree also establishes connectivity for CRM tools, commissions test labs, and brings additional support engineers on board. These engineers, trained by the seed team, will also receive training on soft skills and processes as needed. The entire setup is tested thoroughly to identify and address gaps.

Pilot Run

During this important phase, MindTree starts routing a subset of the problem reports to the offshore team - typically non-critical issues - taking the entire infrastructural setup through its paces. We also put quality processes into action, generating all planned reports, and conducting all planned reviews to measure service delivery effectiveness. A thorough analysis is again performed to identify and address gaps.

Production

Once our client and MindTree are convinced that the setup works, the rollover to production begins. Full-fledged floor operations and quality control start, with all the planned shifts. Ongoing process improvement programs, reports, reviews, and training programs will be initiated to enable smooth execution of support operations.