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Follow UsMindTree annou-nced that it would be participating in the Technology Services
World 2009 (TSW) jointly with Mirapoint. The TSW is a technical support event
organized by the Service and Support Professionals Association (SSPA), and will
be held in Las Vegas, USA, between Oct 19-21. MindTree and Mirapoint will
together present a case study on 'leveraging partnered technical support for
small and medium sized businesses (SMBs)' at the event.
"Building and growing a competent technical support team for complex products
in the face of an ever-growing customer base is a daunting task for any product
company, more so for SMBs. At the same time, outsourcing customer-facing
activities to a partner is a difficult decision fraught with potential risks,"
said MindTree Head-Technical Support, Srinivasa Rao Kottamasu. "MindTree focuses
and specializes in addressing such critical tech support issues for SMBs with
complex technology products and applications. A precedent to this is Mirapoint
which leveraged MindTree's model for efficient support operations, thereby
ensuring higher and predictable customer satisfaction," he added.
Mirapoint's appliances deliver a high level of security and performance with
'five-nine' reliability and significantly reduce the cost of enterprise
messaging. Mirapoint provides a centrally-managed messaging infrastructure that
can meet today's needs for security, reliability and compliance, and address new
requirements like group collaboration, mobile access and instant messaging.
"The partnership with MindTree provided our backline support team with
proactive support, enabling us to focus on our core business. This partnership
helped us focus better on our customers," said Vanessa Hanks, VP-Customer Care,
Mirapoint. "It was indeed a difficult decision to engage a partner for our
support needs. But MindTree worked seamlessly, as a true extension of our
technical support team, which is a credit to MindTree's culture and the teams
involved. MindTree's process maturity helps us get a very detailed visibility
into the ground-level operations," she added.
MindTree specializes in providing technical support for small and medium
businesses with enterprise-class complex technology products and applications.
MindTree's approach goes beyond reactive support to customer profiling and
predictive analytics providing inputs for improving product supportability. Our
rigorous engagement methodology with an onshore and offshore delivery model
takes the risk out of service transition. We deliver predictable customer
satisfaction to enterprises through metrics-driven and knowledge-centered
support operations for a global client base.