Technical Support

Technical support is no longer a reactive function. Today, it is all about foreseeing end-user concerns and devising plans to prevent disappointment. It is the quality of technical support service that directly impacts the bottom line of any business.

Mindtree has worked with some of the leading technology companies and enterprise businesses and understands their challenges. We offer comprehensive onshore and offshore technical support services for product companies involved in developing enterprise class hardware products and software applications. Our customers achieve significant reduction in the total cost of ownership of their end customers and increase in the product sales, by leveraging our comprehensive services.

Our onshore and offshore technical support includes installation and product support, up and running support, troubleshooting and usage support.

Our round-the-clock technical support approach goes beyond traditional reactive customer issue handling. We believe in proactive customer profiling, predictive analytics and flat tiered models. We collaborate with our customers’ in-house engineers to get a greater understanding of product functionality and technology issues. We leverage this understanding to bridge the gap between real world product issues and technical constraints involved in the development of the product.

Our consulting team plays a key role in assessing readiness and requirements before recommending solutions to customers. This approach enables a higher ROI and greater end user satisfaction.

Service features

  • 24/7 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.

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

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

Our 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