Case study 1: A Leading Server Hosting solutions and Broadband solutions company
About the Client:
This company is a supplier of complete and cost effective server hosting solutions and broadband solutions with high quality. The company is aimed at business and advanced home users in the Nordic countries.
The company is based in Karlstad, where offices, data centers and operations centers for broadband and Internet access services are located. The organization has many years' experience in mission-critical operation of servers and Internet access solutions and provides hosting services which include dedicated server, colocation, managed hosting and virtual private server (VPS). The company's business value has crossed 4 Million EURO at the end of 2010 and their potential is worth of 1000 physical servers, 1000 virtual servers. Their DC is capable of holding 6000 servers' total.
The company was looking for a well experienced offshore company which can serve as an End-to-End technical service partner on their current business operations as well as in the future expansions. The technical services was not only limited to managing the servers and their customers but also on developing new products that would help support their operations.
Amulya has become their one-stop technical support partner for managing and administering the company's Servers / Data Center as well in developing monitoring tools and other automated products. Amulya dedicated technical team would work closely with the CTO and the onsite on a regular basis. Amulya is offering 24 / 7 /365 coverage on all technical services aspects. The company has planned an expansion of more than 20+ member core team in 2011 within Amulya and the expansion is on its way.
Amulya has been offering the key services to the company,
- Server Administration and Management
- Server Monitoring and Alerts Management
- Tickets / Cases
- Back Up Solutions
- Server Installations – Dedicated / VPS
- Firewall Solutions
- Monitoring Tool Development and Deployment
- Linux - CentOS, RedHat Linux, Ubuntu, Debian
- VPS - Virtuozzo
- Control Panel - Plesk, Cpanel
- Windows - 2003 / 2008
- VPS - Virtuozzo / Hyper V
- Parallels Business Automation System
- Fortigate Firewalls / Fortinet VPN
- HP Hardware – Switches
- Dell Servers
- Bacula backup Software
- Acronis for Windows
The Technical Support Engineers and Developers appointed to handle the account are all graduates in computer science or relevant fields. In addition to this many hold professional certifications like RHCE. RHCT, CCNA, MCSE, MCP etc. with varied expertise.
Case study 2: A Market leading Blade Frame manufacturer and PAN Manager software provider
About the client:
This company primarily focuses on BladeFrames, Dell PAN Systems, HP frames, Primergy and SAN. The company delivers converged infrastructure solutions , based on the concept of a Processing Area Network ,
that solve some of today's most pressing data center challenges. They has a very wide enterprise level market which includes huge DC's, Major Banks, financial institutions and several other Enterprise Companies.
The company was expecting Amulya to be a part of mission critical global support operations and was expecting highly skilled and experienced engineers. The Support engineers would work closely with the CTO's and Network Administrators of multi-national enterprise companies like Standard Chartered, Credit Suse etc..and offer them a world class service. The Support engineers should be extremely knowledgeable on the product as well on the Collaborative Process since there were different operational teams / onsite engineers distributes globally.
Amulya offered them with well qualified and experienced engineers to fulfill their requirements. The engineers would work closely with giant enterprises directly and help resolve the mission critical technical issues, also as a part of the Collaborative process our Amulya Engineers would work along with the respective regional onsite teams for any hardware failures. Amulya currently manages major continents and trillions worth of data. Support is offered through Phones / Emails mainly. Amulya is handling the GTS India operations for the company.
Case study 3: Automotive Internet Marketing Company, Canada
About the client
The client offers a package of services to Car dealerships. Their services include online marketing, web design and maintenance, Internet Lead Management and Inventory management, all in one package.
Amulya's needs are always inline with that of its clients and their customers. Now that the client wanted to offer a one-stop solution to all their needs, Amulya's policy was to support the client make and maintain this as their USP. For this, the client needed a team, which can
- Setup accounts for new customers- the car dealers
- Install the service on the customers desk
- Do a welcome call and train the dealership on the product
- Answer support calls and tickets in a timely, efficient and effective way
- Maintain websites for the customers
- Drive traffic to the websites
- Develop tutorials and documents for the customers easy understanding and use
- Coordinate between the client and his affiliates providing other services to car dealerships
Experience in web hosting, designing and support activities came out handy here while the challenge was in consolidating all in one package. Amulya hired and trained a team of professionals to answer the support requests through phone and emails at the front end backed up by the clients and internally sourced expert team. The client team gradually transferred specific product knowledge to the front end team thereby allowing sufficient time for themselves to look in to their higher end tasks. The benefits included
- Needless to say, huge cost cutting even in expert areas like design, maintenance and SEO and all those that come with outsourcing
- Single window service for the client and his customers. The client and the customer didn't have to go to different service provides for different requirements. The multiskilled team empowered with right tools and access to central store of database and information, was able to care of all their needs improving the quality of service
- Enhanced Customer satisfaction through personalized services offered in time and in strict adherence to the quality metrics
- Answer support calls and tickets in a timely, efficient and effective way
- More customers for the client as they could deploy and dedicate their in-house resources on sales and marketing activates more than before while the Amulya team handles most of their operational and after sales needs
- A centralized support system easy for the client to interact, monitor, control and communicate changes and updates
Future plan- Continual improvement
Amulya is also planning to take up billing and web design on behalf of the client, which will allow the client to focus not only on sales but also product research and grow their customer base across the globe. Amulya here becomes an extended wing of the client operating at a different location thereby bringing the benefit of expert staffing at a reduced cost.
Case study 4: Leading Tier1 hosting company
About the Client:
This company is one of the leading Tier1 hosting companies which operates internationally from U.S and has its Data Centers in California. The company is currently hosting over 550,000 customers whose
skills range anywhere from novice-level to experts. They range from personal websites to Fortune 500 corporations. The company has grown quickly to hosting sites for businesses in over 170 countries since 1997.
This company was looking for an offshore partner who could serve their customers, assisting them on all Level 1 to Level 3 technical / Billing / Presales inquiries. Provided, offering the L3 server administration and Monitoring services thus managing all three clusters of servers. They had a total 160+ servers both in Linux and Windows Flavors.
Amulya is offering a dedicated 23+ member team of technical support engineers as well as Customer service executives to handle the overall offshore support services. Adding up a dedicated Business Manager was assigned to the process and in due course now Amulya is also handling the Business operations like into Sales and Marketing Strategies, Promoting online presence of the company and thus responsible for overall monthly new sales and existing customer retention programs. Our dedicated team is now functional under a dedicated Manager and he in turn works closely with the CEO / CTO of the company. Amulya is currently offering 24 / 7 / 365 coverage support for the company. Recently Amulya has helped the client to upgrade the servers in cluster and has been successful in migrating of the servers.
Amulya has been offering these key services to the company,
- L1 – L3 Technical Support (Phone / Email / Chat)
- Billing and Presales
- Sales Promotion and Business Management>
- Server Administration
- Server Monitoring
- Server Upgrades (HSphere)
- Server Migrations
- SAN Allotments / Blades
- VLAN Setup
- SEO/SEM/SMM services
- Website Re designing and branding
- Linux – CentOS
- VPS – Xen Hypervisor / Virtuozzo
- Windows – 2003 / 2008
- DB Servers
- Blade frames
- Firewall Management
- Backup and Restores
- Hardware Management – Routers / Switches
- Control Panel – Hsphere
The Technical Support Engineers and Customer service Executives appointed to handle the account are all graduates in computer science or relevant fields. In addition to this many hold professional certifications like RHCE. RHCT, CCNA, MCSE, MCP etc. with varied expertise. Amulya has offered trained and experienced customer support executives who are well versed in English accents and provide exemplary service to the customers.
Case study 5: A leading Web Hosting and DNR company, Australia
About the Client:
Client is a Australian Accredited Domain Name Registrar for .au Australian Domain Names and have registered more than 50,000 domains.
Their specialisation lies in offering Web Hosting Services for more than 20,000 customers throughout Australia.
When the client contacted ACTSupport, they were in a big trouble as their current support company failed to deliver services and they had like 1000+ open tickets / emails pending for days. They wanted a complete 24 / 7, end to end support services and they wanted the support to be taken over almost immediately. They had customers leaving at that time due to failed support and we wanted us to be their life saver.
Considering the emergency situation, We started the support within 5 hours from the time they requested support. We had many of our techs put 16+ hours to tackle the situation. Client also wanted phone support for which we setup the servers and other IT infra within a day. We setup Asterisks server, configured Cisco Phones and got them up and running. Based on the support volume, We formed a 22 member team with a dedicated Account Manager. Team supported Billing, Pre-Sales, Technical, Server Administration, DNR through Phone, LiveChat & Helpdesk. Within a month's time, We stabilised the support operations and now the client has a strong and happy customer base.
See how ACTSupport has provided a customized and centralized solution for an international client, which has in turn helped them to improve their sales and service levels. ACTSupport built a multiskilled team of techs to offer a wide range of services and manage various activities throughout a customer life cycle