Business Need/Challenges

  • Client needed to set up an offshore team, which needed to be trained on various applications, including some niche applications such as for Telecom industry. This required technology experts in Java, LINUX, and automation testing. The key requirement was to provide 24X7 support for their telecom application, by monitoring error logs, fixing errors through coding, and testing.
  • The team needed to be able to learn new skills quickly to meet customer requirements.
  • After completion of the training period, the team should be able to process high volumes of support requests and cover specified time zones.

Solution Highlights

  • Managed services team, which works as an extended team of the customer
  • Robust training and learning program for 3 months, which included daily video calls and training programs with the customer with a time zone overlap
  • Reporting mechanisms for volumes, errors, and other SLAs
  • Robust processes, communication agility, compliance and governance structures to ensure zero surprise operations
  • Focused on continuous improvement with reduction of non-value adds

Business Impact

  • Reduction in the turn around time from 48 hours to 12 hours
  • Reduction in customer cost by 55%, due to onshore-offshore blended model