Enterprise Support

Wipro BPO provides Technical Support Services to the enterprise customers of a number of top global technology product and services companies. Enterprise support has 4 key imperatives, namely - product complexity, the profile of the end user, the associated delivery challenges and to ensure availability on a 24x7 non-stop basis.

Product complexity

Enterprise products are complex and often mission/business critical in nature. Hence it is essential that the support team should have a high degree of technical expertise in order to provide quick response and relief in case of snags.

Supported customers

While dealing with enterprise customers, it is very likely that the customer might be more knowledgeable on the product than the team supporting the product. It is understandable that such customers would have a low threshold towards technical inadequacies at the support center. It hence becomes imperative to "talk technical" from the word go.

Process and talent retention

Enterprise technical support would always throw up new situations and challenges for the support team. More often than not, scripted processes do not serve the purpose and the engineers need to be flexible and should think on the fly in order to provide solutions. Over a period of time, the engineers also develop a lot of tacit knowledge and retaining talent hence becomes very critical to ensure the success of a technical support program.

Availability

It is crucial to ensure the availability of such products on a 24x7 basis as a downturn may result in serious losses because of the mission/business criticality of the products.

It is also important that support service providers understand and acknowledge the difference between supporting enterprise and consumer end customers and have enough experience and well defined processes to handle the challenges of each of these environments.

With the experience of supporting multiple clients for their enterprise support needs, Wipro has in-depth understanding of the enterprise support space. Technology know how, mature and proven processes and experienced work force adept at handling enterprise end users gives Wipro the edge to deliver best in class enterprise support.