Hardware & Devices
Consumer device manufacturers in the areas of PC, Networking, Telecom, Peripherals and electronic gadgets manufacturers such as GPS, gaming, music, mobile devices report higher sales but on reduced margins. The challenges for sustaining business profitability are many, including:
- Widening of playing field & intense competition in SOHO / Retail / SME devices industry.
- There is very little to differentiate between various providers in the consumer device space, be it PC's or network devices. Hence there is a higher need to offer value for money in terms of device performance and innovate with newer products.
- Newer products demand added focus and higher R&D dollars spent. However, lower margins & higher cost of operations complicates getting the necessary R&D dollars.
- Moving technical support offshore can help reduce operating costs. But the key challenge is knowledge engineering. Can the service provider create a learning organization?
- Remain as a permanent factor in customer's mindshare. The success of a business depends upon reliability of products and the strength of services. Understanding the needs of customers, offering them highly reliable solutions is the key to increasing your "share of customer" and "market share".
But how do you get this done?
CSS helps computer device manufacturers control variable costs and aid in divestiture of capital associated with customer care by offering reliable, measurable and scalable outsourced technical support services.
We specialize in proving technical support addressing Tier 1, Tier 2 & parts of Tier 3 support. In addition, we offer customer service functions such as RMA handling, soft sales and more.
The Proven Track Record
For instance, we partner with a worldwide provider of advanced wired and wireless networking products catering to the SMB Segment. The client is one of the 100 fastest growing companies in the Silicon Valley. Our client has over 125 variants of products such as routers, gateways, adapters, switches, print servers, access points, antennas & network management software.
Very aggressive set of metrics was set for FCR, AHT and escalation. Team CSS consistently exceeded expectations in CSAT and Operations Quality metrics.
The unique CSS value proposition was to derive better intelligence from a few thousand customer experiences every day. CSS positioned itself as extended arm of the client by:
- Proactively and consistently offering recommendations on product features.
- Enhancing all end-customer touch points such as technical manual, FAQ etc
- Administering and managing the clients intranet forum, which is being used by client’s global support personnel. We also manage the public forum, which is part of client’s corporate website and is being used by customers worldwide. These forums were adapted by client after witnessing the tremendous success of CSS
- Technical forums such as knowledge management portal, discussion boards, etc.
- Creation of knowledge management systems and data, which will serve as an intelligence framework for client’s engineering team and also other vendors who provide technical support.
- Operational Flexibility. Ability to ramp up at a lightning pace, without any compromise on quality of people and operations. The team has grown over 8 times in two years. The call volume has grown near 10 times.
- CSS setup a knowledge engineering team to identify, analyze, organize and present factors either positively or negatively impacting customer support experience. Significant cost benefits to the client.
