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HOW HOVS eCONTENT MAX ENABLED AN E-PUBLISHING COMPANY TO PROVIDE 24 X 7 CUSTOMER SUPPORT

The challenge
A large US-based publishing house had over 100 million people worldwide buying their print/online/digital products. A support team provided round-the-clock e-mail and phone support to users - students, teachers, corporate houses, business and government professionals.

With over 100 million customers worldwide, the product support team found it difficult to cope with the high volumes of incoming e-mail and phone calls. The challenge was to provide timely response with limited resources and continue to remain competitive.

The publishing house sought the support of HOVS eCONTENT MAX to help design a solution to overcome the challenges faced in handling e-mail support.

The HOVS eCONTENT MAX solution
A “Co-sourcing” solution was proposed to handle all e-mail inquiries for course registration and access issues. Skilled resources were placed at customer’s location for six weeks to undergo extensive training, document required processes and methodologies, develop productivity and quality metrics and establish proof-of-concept.

The co-sourcing solution replicated customer’s process in an offshore environment resulting in improved productivity, quality, turnaround and cost savings, utilizing top end project management, operational and technical expertise. After a successful ramp-up, demonstrating consistent turnaround and quality service, the publishing house engaged HOVS eCONTENT MAX to handle all Website issues for a variety of e-learning platforms.

When it came providing 24/7 support, HOVS eCONTENT MAX teams re-arranged their shift timing to ensure no "gaps" between shifts, scheduled resources during all U.S. and India holidays and established backup systems across multiple sites in India and the U.S. A direct port was opened from HOVS India to the customer in the U.S. in the event of satellite connectivity failure.

The benefits
By outsourcing their e-mail support program to HOVS eCONTENT MAX, the customer was able to reduce overall support costs by 50%. In addition, the solution provided flexibility in allocating resources to handle any volume fluctuation with the ability to swiftly ramp-up resources from eight to fifty FTE's. Quality of customer service increased with the all support issues being resolved within 24 hours of the initial request.