Application & Tools
Consumer software application industry encompasses business applications, desktop productivity software, technology tools & solutions. This segment is constantly reporting the best growth rates. This growth also means that consumer technology creators are challenged by the following:
- The market requires constant product innovation, which needs to be ubiquitous. Stay on top of technology curve. Cost of skills acquisition is getting costlier every year.
- Too much of organization focus spent on Tech Support. Get the best value out of your technical talent by doing mission critical development, rather than getting bogged down by the volume and complexities of customer support.
- Average license costs are on a downward trend. Higher need to reduce operational costs - to funnel engineering initiatives.
- As more and more non-technical end-users drive technology usage, tech support is getting more and more critical. Can an outsourced service provider ensure the same levels of quality?
- Turn to CSS for the right answers. We have rich experience in supporting business applications & technology products.
The proven track record
For instance, one of our clients is a leading provider of on demand spend management solutions, providing companies with applications for spend analysis, sourcing, contract management, e-procurement, and payment & reconciliation.
The technical support engineer in this engagement should have a sound combination of technology and business processes to support the end-customer. As our client application is an on demand, web based system - for instance an end-customer will have problems in business features like creating a purchase order or a technical problem that's dependant on OS, drivers, system configuration and web connectivity.
CSS has 100% first call resolutions. In other words, we get it right, the first time, every time. The annual average for voice call resolution time stands at 18 minutes against the SLA target of 23 minutes.
