Platform-led digital CX and EX transformation for a global networking OEM
The client is a global leader known for its technology solutions in the networking, communications, and cloud domains. With a presence in over 50 countries, it is a trusted technology advisor and partner to more than a million customers worldwide.
The company has several industry-leading enterprise products and solutions to meet customers’ technology needs. These solutions are often essential to their customer’s success, and thus the bar for performance is set high. Every issue needs to be dealt with highest efficiency and effectiveness. As their customer base grew, so did the complexity of their support ecosystem.
Their manual, disjointed support processes could no longer keep pace with the digital disruption their products were promising. It was time to reimagine not just their support but their entire customer experience ecosystem to deliver the world-class performance their customers had come to expect.
Movate onboarded the client on its ﬂagship, award-winning platforms – Movate Edison and Movate Contelli. Edison is a comprehensive digitally powered support ecosystem that combines three core areas responsible for customer support, customer engagement, intelligence insights, and agent productivity. Support is provided across L1-L4 tiers from three global delivery locations and ﬁve international languages. Movate Edison powers digital operations such as front office automation, cognitive knowledge management, cognitive RPA, QA process automation, advanced analytics, predictive maintenance, and sales acceleration for the client.
Starting off with operational support for voice and data systems and a welcome center in 2002, the partnership has resulted in Movate being the single tech support vendor for the client handling more than 80% of their support volumes.
Movate brought in its AI-powered platform Contelli to provide managed services support that included hybrid cloud and data center management and security services for the client’s cloud-based products. Movate also provides validation and testing services using its digital engineering and insights arm for the client.
Using Edison, the team built a digitally enabled enterprise support ecosystem around ﬁve pillars:
- Global support and governance
- Support operating model
- KCS (Knowledge centric support)
- Cognitive RPA & log analyzer
- QA process automation & advanced analytics
Global support and governance
Created an adaptive global delivery model to lower operational costs, mitigate risks, and offer business continuity and visibility across stakeholders
Designed end-to-end multilingual, L1-L4 technical support for 25 products across three countries
Consolidated multiple cross-functional support activities under one roof – front office and welcome center, RMA logistics, asset mapping, invoicing and credits, asset recovery
Started professional and implementation services across four international languages for SMB and enterprise customers of the client’s enterprise cloud-based PBX software from 2021
Support operating model
Customer support services, including entitlement veriﬁcation, RMA creation, and processing, spares and logistics management, order processing and management, out-of-warranty handling, contract management, and CRM administration
24×7 L1-L4 multi-lingual technical support services with dedicated SPOCs for premium customers, including multi-channel support, presales support, bug, and RFE support for NBD and CCBD LOBs and enterprise customers of the client’s enterprise cloud-based PBX software from 2021
Professional services, including service desk, patch management, conﬁguration back-up, development and testing, implementation, customer onboarding training, and ﬁeld support