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Product Support the new way to do Business

Gideon Cohen
Gideon Cohen

A presentation by Gabi Guedj at NESS given at the B2B Customer Success & Experience Seminar, June 18 2014 Tel-Aviv

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w w w . n e s s . c o m WE, SUPPORT.
w w w . n e s s . c o m息 2010 Ness Technologies Can you? Operate a 24 X 7 support service? Deliver multi language services ? Understand customers from different cultures? Communicate clearly and professionally with your customers? Maintain technical knowledge through support layers? Evaluate and improve your customers perception on your service and products ? Extract business data from customer support systems?
w w w . n e s s . c o m息 2010 Ness Technologies State of the Art - Tailored Solution Customer Level 1 - 2 - X On Site Support Call Center LogisticsProduct QA NOC
w w w . n e s s . c o m息 2010 Ness Technologies Full set of Strong Tools CRM & Reporting Knowledge Base NOC & Monitoring Any language Interpreting ALL Access Channels Service Management
Service Management ITIL Based 24 X 7 Transparent SLA Based Customer Relations Serve Business Needs Customer Satisfaction Enabler HR Recruitment Training Team nursing Governance BI Portal Accountable Management Knowledge Management Gain = Knowledge transfer Preserve = Knowledge up to date Methodologies and Best Practices Overall ability to operate an efficient, smart, high performance service facility
Location Mix Nearshore
Governance and Transparency
Product Support the new way to do Business
Customer Portfolio
w w w . n e s s . c o m息 2010 Ness Technologies Additional Services Operate field support in Israel and other locations Design, build and operate R&D labs- private or public cloud Operate testing and QA Training and change management IT operations and experts: MS, UNIX, DBA, Network, Telephony, etc. Operate logistic processes, inventory, purchasing Operate and measure other contractors Cloud services
w w w . n e s s . c o m息 2010 Ness Technologies WE, SUPPORT.

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Product Support the new way to do Business

  • 1. w w w . n e s s . c o m WE, SUPPORT.
  • 2. w w w . n e s s . c o m息 2010 Ness Technologies Can you? Operate a 24 X 7 support service? Deliver multi language services ? Understand customers from different cultures? Communicate clearly and professionally with your customers? Maintain technical knowledge through support layers? Evaluate and improve your customers perception on your service and products ? Extract business data from customer support systems?
  • 3. w w w . n e s s . c o m息 2010 Ness Technologies State of the Art - Tailored Solution Customer Level 1 - 2 - X On Site Support Call Center LogisticsProduct QA NOC
  • 4. w w w . n e s s . c o m息 2010 Ness Technologies Full set of Strong Tools CRM & Reporting Knowledge Base NOC & Monitoring Any language Interpreting ALL Access Channels Service Management
  • 5. Service Management ITIL Based 24 X 7 Transparent SLA Based Customer Relations Serve Business Needs Customer Satisfaction Enabler HR Recruitment Training Team nursing Governance BI Portal Accountable Management Knowledge Management Gain = Knowledge transfer Preserve = Knowledge up to date Methodologies and Best Practices Overall ability to operate an efficient, smart, high performance service facility
  • 10. w w w . n e s s . c o m息 2010 Ness Technologies Additional Services Operate field support in Israel and other locations Design, build and operate R&D labs- private or public cloud Operate testing and QA Training and change management IT operations and experts: MS, UNIX, DBA, Network, Telephony, etc. Operate logistic processes, inventory, purchasing Operate and measure other contractors Cloud services
  • 11. w w w . n e s s . c o m息 2010 Ness Technologies WE, SUPPORT.