Providing a 24*7*365 enterprise support solution for the client's growing worldwide customer base while not exceed the existing budget.

The Customer
A leading manufacturer of high-end SAN storage solutions.

The Challenge
Reduce costs by 50% and increase Tier 1 coverage from 8x5 and off hour operator service to a seamless 24*7*365 support model.

The Solution

• The customer India-Managed Services Center (MSC) was established, staffed with Tier I and Tier II SAN professionals in a 24x7x365 mode within budget. The Offshore Team was live in 8 weeks (from staffing, training to launch)
• The MSC was seamlessly integrated into the customer's telecom, entitlement, RMA and defect tools.
• RMAs were executed and tracked with access to the customers Oracle system.

The Benefits

• Improved processes and SLA's: The new offshore team was able to improve customer metrics:
  • Quicker pickup time
  • Quicker escalation for all critical events
  • Improved escalation and data collection criteria for all cases
  • Improved first call closure rate from 65% to 92% for legacy products
  • Eliminated off-hour Tier 3 page-outs except in customer emergencies
• Flexibility
  • The offshore team took on additional metric collection and analytical tasks to enable customer leadership to focus on systemic improvements
  • Knowledge base
  • Working with the customers support organization, GAVS was able to improve and leverage the knowledge base to become an integral piece of case management