Enterprise Product Support Services | iOPEX

AI Operations

Enterprise Product Support

Enhancing Cybersecurity & SaaS Product adoption - Expert Operations, Simplified Experience and GenAI

Adopting an integrated approach combining people, process, technology through knowledge engineering, automation & GenAI to optimize "Cost to Serve" and "Service Experience" is the future support model.

Redefining Support: Balancing Cost to Serve & Customer Experience

Agility | Commitment | Precision | Resolutions

We specialize in premium support through our Technical Assistance Collaborative (TAC) solutions using trained engineers, intelligent routing, digital workers powered by GenAI and automation for efficient assistance.

Our approach prioritizes service quality, analytics-driven issue resolution and empowering engineers & customers with interactive assistant/self-help options. Rooted in a transparent and customer-centric culture, we optimize processes for a positive customer experience overseeing a distributed workforce with a 99.9% SLA commitment.

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Stay ahead of products support scale and cost challenges

Enhancing Product Support for Superior Quality of Service Experience

Optimize | Scale | Transform | Success

Empowering enterprises with exceptional support services to enhance customer experience and facilitate organizational scaling through the collective expertise of skilled engineers, automation and process optimization.

Scale TAC Outcomes
Tier 1 Support

First Contact Resolution
Remote Assistance
Basic Troubleshooting
Knowledge Base Utilization
Ticket Management
Escalation Pathways
Tier 2 Support

Advanced Troubleshooting
In-Depth Technical Analysis
Customized Solutions
Product Enhancement Recommendations
Advanced Knowledge Base Contributions
Automation Script Development
Tier 3 Support

Advanced Troubleshooting and Analysis
Code Level Debugging
Custom Solutions Development
Product Teams Collaboration and Recommendations
Advanced Training for Tier 1 and Tier 2 Support teams
On Call Support

Rapid Response
Emergency Troubleshooting
Incident Coordination
Remote Assistance
Documentation of after hour interactions

Premium Services
Resident/Designated Support

Onsite Presence for Direct Support
Proactive Issue Identification
Customized Solution Development
Developed Tailored Training Program
Facilitate Knowledge Transfer
Ongoing Project Based Support
Specialized Services Support

Advanced Technical Expertise
Custom Solution Design
Performance Tuning
Security Consultation
Cloud Services Support
IoT (Internet of Things) Support
Customer Success

Initial Setup and Implementation Assistance
Product Training Programs
Product Usage Analytics and Optimization
Issue Resolution and Escalation
Renewal Management
Cross-Sell and Upsell Opportunities

Enable Digital Transformation
Transformation Support Framework

Establish a robust framework to drive transformation within the Technical Assistance Center ensuring a dynamic and responsive environment that is meticulously designed to deliver exceptional support experiences.

Knowledge Engineering
Identity Management
Auto Curation of Cases as Knowledge Articles
Engineer Toolkits Powered by GenAI
Case Summarization & Resolution Recommendations
Log Analyzer Toolkit for Faster RCA
Self Service Portal Powered by GenAI
Co-Pilots for Engineer Assistance

Customer Proof Points

Case Studies

Enhancing Experiences via Accelerated Tech Support| US Cybersecurity Leader

TechOps

TAC

Product Support

Technical Support

Read how using the 'Global Protect' network and conducting several engagement activities established cost-effective TAC with 100% compliance and achieved CSAT above agreed target levels.

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Transformative 24/7 COE for Multichannel Tech Support| Cybersecurity Leader

TechOps

Tier 2

Tier 3

COE

Multichannel Support

Discover the impact of implementing a 24/7 COE, building knowledge bases, and updating SOPs resulting in improved QoS, a 55% cost reduction & seamless 24/7 coverage with 360° visibility.

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Centralized SIEM for Unifying Security Solutions | US Software Company

SecOps

SOC

SIEM

Indexing

Cloud Platforms

Learn the impact of implementing centralized SIEM solutions reducing the client's security team workload, achieving 75% faster issue detection & resolving 90% fewer backend issues.

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Customer Success Services | US Cybersecurity Leader

CustomerOps

TAC

Security Assessment

Thread Intelligence

Explore how our collaborative efforts helped end customer maintain a robust security posture and ultimately increasing NPS score of client networks

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Elevate your support experience to new heights with GenAI

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Business Outcomes

Generate continuous value

Increased Productivity

Rapid issue resolution and proactive support minimize downtime and enhance system performance ensuring seamless employee workflow and optimizing overall productivity and efficiency.

Customer Retention and Loyalty

Timely and effective issue resolution coupled with quick and reliable support services elevates customer satisfaction levels, fosters positive experiences and promotes customer loyalty, retention & repeat business.

Improved Operational Efficiency

Efficient technical support streamlines processes, reduces inefficiencies and enhances the overall efficiency of an organization.

Mitigated Business Risks

Effective technical support helps identify and mitigate potential risks, ensuring a secure and stable IT environment and protecting the organization from potential disruptions.

Compliance and Security Assurance

Ensuring that technical support services adhere to regulatory compliance standards and contribute to cybersecurity measures to safeguard the business.

Reduced IT Cost

Proactive technical assistance lowers overall IT costs by anticipating and addressing issues before escalation, minimizing downtime and swiftly resolving problems.

By the Numbers

For Scale & Growth

50+

Device and Product types handled by the Engineers

>87%

Complex tickets get resolved in second iteration

>25%

Tickets get resolved with the aid of knowledge base and self service portal

>90%

Customer satisfaction score on resolutions

24/7

Follow the sun support model covering all continents

Get in Touch

Enterprise Product Support

Redefining Support: Balancing Cost to Serve & Customer Experience

Agility | Commitment | Precision | Resolutions

Stay ahead of products support scale and cost challenges

Enhancing Product Support for Superior Quality of Service Experience

Optimize | Scale | Transform | Success

Scale TAC Outcomes

Premium Services

Enable Digital Transformation

Establish a robust framework to drive transformation within the Technical Assistance Center ensuring a dynamic and responsive environment that is meticulously designed to deliver exceptional support experiences.

Customer Proof Points

Case Studies

Enhancing Experiences via Accelerated Tech Support| US Cybersecurity Leader

Transformative 24/7 COE for Multichannel Tech Support| Cybersecurity Leader

Centralized SIEM for Unifying Security Solutions | US Software Company

Customer Success Services | US Cybersecurity Leader

Elevate your support experience to new heights with GenAI

Business Outcomes

Generate continuous value

Increased Productivity

Customer Retention and Loyalty

Improved Operational Efficiency

Mitigated Business Risks

Compliance and Security Assurance

Reduced IT Cost

By the Numbers

For Scale & Growth

50+

>87%

>25%

>90%

24/7

Allow us to partner with your customers for assured B2B support