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.
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.
Some other factors we need to keep in mind are as follows:
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:
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 Imssolution.Architect@mindtree.com