Phy-gital Roundtable: Breakfast Roundup from Germany and Netherlands

02 May '15 | Debjyoti Paul

German Shoppers: Meet Them in the Fast Lane to Phy-gital

15 January '15 | Ralf Reich

Shoppers Will Share Personal Information (But They Don’t Want to be “Friends”)

15 January '15 | Anil Venkat

Modernize or Perish: Property and Casualty Insurers and IT Solutions

14 January '15 | Manesh Rajendran

Benelux Reaches the Phy-gital Tipping Point: Omnichannel Readiness is Crucial

13 January '15 | Anil Gandharve

The New Omnichannel Dynamic: Finding Core Principles Across Industries

13 January '15 | Debjyoti Paul

Technology does not disrupt business – CIO day 2014 Roundup

02 December '14 | Anshuman Singh

Apple Pay – The Best Is Yet To Come

02 December '14 | Indy Sawhney

Digital transformation is a business transformation enabled by technology

01 December '14 | Amit Varma

3 Stages of FATCA Testing and Quality Assurance

06 October '14 | Raman Suprajarama

3 Reasons why Apple Pay could dominate the payments space

18 September '14 | Gaurav Johri

Beacon of Hope: Serving Growth and Customer Satisfaction

05 August '14 | Debjyoti Paul

The Dos and Don’ts of Emerging Technologies Like iBeacon

30 July '14 | Debjyoti Paul

What You Sold Us On – eCommerce Award Finalist Selections

17 July '14 | Anshuman Singh

3 Steps to Getting Started with Microsoft Azure Cloud Services

04 June '14 | Koushik Ramani

8 Steps to Building a Successful Self Service Portal

03 June '14 | Giridhar LV

Innovation outsourced – a myth or a mirage or a truth staring at us?

13 January '14 | Ramesh Hosahalli

What does a mobile user want?

03 January '14 | Gopikrishna Aravindan

Delighting Customers, 1 ticket at a time

Posted on: 07 July '17
Ananthanatarajan Muthusamy
Principal Consultant, Infrastructure Management Services


Mindtree provides enterprise technical support to large Fortune 500 companies in the technology industry. We have around 3000 technical support engineers, based in US and India within our Infrastructure Management Services (IMS) practice.

The following post is about our experience in supporting a large Independent Service Vendor (ISV) and meeting their stringent customer satisfaction (CSAT) Service Level Agreement (SLA).

Mindtree provides direct customer support to this ISV’s end customers using voice, email and chat channels. The End customers comprise large enterprises, Small and Medium Businesses (SMBs) and startups. Since we provide support for ISV’s cloud services and COTS applications, people reaching out to us are technical people from the IT operations and development teams. We have ~300 engineers working for this ISV from US and India.

Stringent CSAT SLAs

The ISV has aggressive Service Level Agreements (SLAs) with its end customers including penalty for SLA violations. SLAs include response time, resolution time and Customer Satisfaction (CSAT). Hence, the ISV has devised back-to-back stringent SLAs with its service providers as well. CSAT is measured on a 5-star scale. Customers can rank their support experience as “poor” (1-2 stars), “ok” (3 stars) and “good” (4-5 stars). To ensure delighted customer experience, the ISV has defined the following SLA metrics for service provider like us.

  • % of customer CSATs with “good” rating (4-5 stars) =>60%
  • % of customer CSATs with “poor” rating (1-2 stars) =<10%

Some other factors we need to keep in mind are as follows:

  1. We are required to meet both the SLA metrics mentioned above.
  2. We have no control, over the way the CSAT survey is administered by the ISV. The ISV has an organization-wide methodology of choosing which customers need to be surveyed.
  3. We, as service providers, cannot increase the sample size of the CSAT Survey.
  4. In case even one customer gives “poor” rating (1-2 stars), it will reflect badly on us.
  5. The survey is conducted on a monthly basis.
  6. Customers who have given us “ok” rating (3 stars) and those who have not responded to the survey, will not be considered in the SLA metric.
  7. We are organized in 20 different teams for different products and services for this ISV
  8. Monthly, we receive ~10, 000 new tickets for resolution.
  9. Further, most of the customers respond to CSAT surveys only when they want to share their poor support experience.

1 ticket at a time

During the onboarding process, we assessed these stringent SLAs and developed a customized approach. Our design principle was to manage 1 ticket at a time and ensure the customer’s stated problem is resolved to his satisfaction.

Our way of working is summarized below:

Delighted customer experience for technical support,  Best practice for Delighting customers for technical support, customer delight for enterprise technical support. Execution methodology for delighed customer experience.

By adopting this method of ticket resolution with iterations based on changing customer landscape, we have been able to consistently deliver upon these stringent SLAs.

Over the last 2 years, we have also gained the confidence of our ISV customer and grown the customer experience practice, manifold.

For more information, please write to

Ananthanatarajan Muthusamy

Ananthanatarajan Muthusamy is a Sr. Technical Architect, Infrastructure Management Services (IMS) based in Mindtree’s Washington Delivery Center, US. With over 10 years’ experience, he specializes in production support of large distributed computing services.