Success Stories
Case Study 2 - Support Desk and Network Operation Center (NOC) for Globally Operated Company
The Customer
The client is one of the leading B2B Portal companies in India with over 25,000 clients, 30 servers and over 300 resellers across various time zones.
The Challenge
The B2B industry is very competitive, with various companies offering lower prices it is a challenge to maintain the same level of customer support and also maintain machines which may sometimes be overloaded with a little extra customers.
The Solution
i-presence setup a team of 9 people to support customers 24 hours, 7 days a week. A shift pattern was designed of 8 hours each, which included a hand over mechanism, so that open tasks could be taken care of even with people moving in and out of the shift. 4 Shifts were designed with 2 people each to cover 24 hours and 7 days, along with 1 project manager, to manage shifts and high level tasks.Training of resources was done collectively by i-presence and the client, and documents of common problems were provided and created.
Systems Used
- A firewall system is used to enable security of the IT Infrastructure with the capacity of handling load of more than 20,000 concurrent connections.
- A load balancer system is used to enable effective utilization of resource and distributing work equally on servers. This system is designed to load balance at Application Layer & Network Layer.
- A caching system is setup to for better response time and offloading web servers from delivery of static content. This system is able to handle almost 40,000 concurrent requests with controlled load on system.
- A VOIP phone is also setup to enable voice based support.
- A Virtual Private Network is setup, so that administrators could securely login to servers and the client's local network.
- A Help-desk Management System is used to log the complaints, calls and work done by each person to help understand regular problems. This helped us to automate tasks which customers had a regular problem with, helping to reduce the time spent by the resources on these tasks.
The Benefits
- Lower running costs
- 24 X 7 maintenance, monitoring, troubleshooting and customer support
- Instant response to customer queries
- Lower time for training and recruitment
- Quick Expansion to cater to more customers seamlessly.
- Completely Expandable solution, in case the customer wanted to cater to double the number of customers, it would be simple to increase the number of resources in India.