WEB HOSTING COMPANY - A CASE STUDY BY NETCREATIVEMIND, LEADING INDIAN BPO COMPANY

Client Requirement
The Client is a provider of shared web hosting services on Windows and Linux platforms to international clientele using 35 servers. It was facing a serious difficulty handling large customer bases, reason being the variance in time zone. The Company's business model didn't allow setting up a dedicated onshore 24X7 support center.
Besides, there was an ongoing issue of continuously monitoring all the servers and to take immediate corrective action against alert emails. These mails pertained to operational errors including ftp, http, email, load, domain resolution, installing software patches etc. leading to wastage of time and subsequently, business.

The NetCreativeMind Solution
We reviewed Client's server configuration and studied the most common problems faced by customers. The next step was to analyze the existing order process, followed by setting up an offshore 24X7 eMail support using Ticket Management System.
The set up was executed under a clearly laid down process and included an Online Helpdesk System with Auto Ticket Generation for each support request. The Helpdesk so installed ensures all queries be answered within 30 minutes. It also facilitated easy tracking of each individual performance.
As a result, customers stopped calling up Client's office for their support enquiries and started relying more on helpdesk system. Its subsequent integration with advanced techniques like Archives Management and Knowledge Base Module further eased tracking of issues and generation of an FAQ bank.

The Outcome