More Related Content Similar to Product Support the new way to do Business (20) More from Gideon Cohen (6) Product Support the new way to do Business 1. w w w . n e s s . c o m
WE, SUPPORT. ™
2. w w w . n e s s . c o m© 2010 Ness Technologies
Can you?
Operate a 24 X 7 support service?
Deliver multi language services ?
Understand customers from different
cultures?
Communicate clearly and professionally
with your customers?
Maintain technical knowledge through
support layers?
Evaluate and improve your customer’s
perception on your service and products ?
Extract business data from customer
support systems?
3. w w w . n e s s . c o m© 2010 Ness Technologies
State of the Art -
Tailored Solution
Customer
Level
1 - 2 - X
On Site
Support
Call
Center
LogisticsProduct
QA
NOC
4. w w w . n e s s . c o m© 2010 Ness Technologies
Full set of Strong
Tools
CRM &
Reporting
Knowledge
Base
NOC &
Monitoring
Any
language
Interpreting
ALL
Access
Channels
Service
Management
5. Service
Management
ITIL
Based
24 X 7
Transparent
SLA Based
Customer
Relations
Serve
Business
Needs
Customer
Satisfaction
Enabler
HR
Recruitment
Training
Team
nursing
Governance
BI Portal
Accountable
Management
Knowledge
Management
Gain =
Knowledge
transfer
Preserve =
Knowledge
up to date
Methodologies and Best Practices
Overall ability to operate an efficient, smart, high
performance service facility
10. w w w . n e s s . c o m© 2010 Ness Technologies
Additional
Services
• Operate field support in Israel and
other locations
• Design, build and operate R&D
labs- private or public cloud
• Operate testing and QA
• Training and change management
• IT operations and experts: MS, UNIX,
DBA, Network, Telephony, etc.
• Operate logistic processes, inventory,
purchasing
• Operate and measure other
contractors
• Cloud services
11. w w w . n e s s . c o m© 2010 Ness Technologies
WE, SUPPORT. ™