Key Challanges in Technical Support Business Case

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Business Case&

Key Challenges in Technical Support Services

and Solutions from Goldstone Technologies

By

Goldstone Technologies Limited9-1-83 & 84, A.C. Sharma Complex, S.D.Road,

SECUNDERABAD – 500 003, A. P., INDIA

Tel: +91-40-2780 7640www.goldstonetech.com

To

13865 Sunrise Valley Drive

Herndon, VA 20171

www.indirect.net

4th

May 2010

http://www.goldstonetech.com/


http://www.indirect.net/






Business Case on Key Challenges in Technical Support ServicesAnd Solutions from Goldstone Technologies

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Table of Contents

1. Introduction ........................................................................................................................... 3 1.1 About the document ....................................................................................................... 3 1.2 About iDirect Technologies ........................................................................................... 3 1.3 iDirect ‘s Product Line................................................................................................... 3

2. Key Business Challenges ....................................................................................................... 5 3. Solutions from Goldstone Technologies .............................................................................. 6

3.1 Timely Technical/ Product Support Outsource Services ........................................... 7 3.2 Multilingual Technical/Product Support Services ...................................................... 8 3.3 Customer Support Centers ............................................................................................ 9 3.4 Support for Multiple Technology Stacks ..................................................................... 9 3.5 Infrastructure Services ................................................................................................ 10 3.6 Technical Team To Support Networking Product Stack ......................................... 12 3.7 Soft Skill/ Product Training ........................................................................................ 14 3.8 Operational Activities .................................................................................................. 15 3.9 Customer Satisfaction and Intimacy .......................................................................... 18

4. Goldstone’s Differentiators................................................................................................. 19




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1. Introduction

1.1 About the document This document provides Goldstone‟s brief understanding on iDirect‟s core business, products

& services, key business challenges faced in Technical/Product Support domain and how

Goldstone Technologies can add a value to iDirect by extending its services for end-to-end

Product Support.

1.2 About iDirect Technologies

VT iDirect (iDirect), a subsidiary of VT Systems, Inc. is transforming the way the world getsand stays connected. The company's satellite-based IP communications technology enables

constant connectivity for voice, video and data applications in diverse and challenging

environments.

Through their vast network of global partners, iDirect offers broadband access solutions for

telecommunications carriers, enterprise customers, military and government organizations.

iDirect‟s partners utilize its platform to extend private networks to remote offices, support

mobile connectivity across land, sea and air, providing high-speed broadband access anywhere

in the world.

1.3 iDirect ‘s Product Line

iDirect's product lines integrate a wide variety of hardware, software and services seamlessly

into a complete satellite communications platform. The Intelligent Platform™ combines

innovative technology and intelligent routing of IP data to support all your networking

requirements for bandwidth, location, satellite frequency, topology or application.

Intelligent Platform™ - The iDirect Intelligent Platform™ integrates advanced

technology into iDirect‟s portfolio of hubs, routers and network management software

to address the growing complexity of deploying and managing global IP networks.




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Hubs & Line Cards - The iDirect portfolio of satellite hubs and line cards enables a

shared bandwidth platform spanning multiple satellites, multiple transponders and

multiple topologies simultaneously including mesh, star, SCPC and hybrid networks.

Satellite Routers - iDirect offers a full line of satellite remote routers to suit any

business requirement. The iDirect router is a single box solution that includes a satellite

modem, IP router, optional encryption, TCP optimization over satellite and

QoS/prioritization.

Network Accelerators - iDirect network accelerators maintain TCP performance when

working with secure systems and support real-time applications such as VoIP andstreaming video.

Optimization Solutions – Web Optimizer, Sky Monitor, PCMA Hub Canceller and

Remote Management Solutions. iDirect‟s optimization solutions enable service

providers and enterprises to optimize bandwidth efficiency across numerous critical

scenarios from cellular backhaul to bandwidth-intensive network applications.

Network Management Systems

SatManage - SatManage is a sophisticated suite of Web-based software tools for

automation, monitoring and integration of hybrid networks and NOC based

applications.

iVantage - iVantage® Network Management System (NMS) is a complete suite

of tools that configure, monitor and control the entire satellite network from one

central place.

IDS/iDX Software - Bringing the latest technology features to the network core while

maintaining backwards compatibility through software upgrades, the iDS/iDX Software

enables network operators to take advantage of the latest technology innovations while

preserving their initial hardware investment.




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2. Key Business Challenges

According to Goldstone, VT iDirect, Inc. (iDirect) is the world leader in satellite-based IP

communications technology, providing wide variety of network connectivity for voice, video and

data applications in any environment to global clients. iDirect providing diversified networking

products/solutions, giving product support to every single client across the globe can be a

humongous task. Building and growing a competent technical support team for complex

networking products in the face of ever growing customer base can be a daunting task for

iDirect.

According to Goldstone Technologies, in today‟s word most of the technical product companies

have facing key business challenges that differ from other customer service functions. Some of

the critical challenges that Goldstone could inherit from iDirect‟s vast expertise in Satellite

communication technology are as follows:

Timely product/technical support to a large customer base.

Multi-lingual product/technical support to diversified clients.

Establishing/Extending customer support centers.

Infrastructure

Support Team – Technical Know How on Networking Product Stack

Product/Soft Skills Training

Appropriate Techniques for handling time-consuming customers

Cost-effective and reliable support function

Providing support for heterogeneous products which work on multiple operating

systems, databases, protocols and middle ware.

Providing customer support for dispersed multiple geographical locations.

Providing multiple languages support to support dispersed customer base across the

geography.

Customer Satisfaction, Delight and Intimacy

Complying SLAs




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Other Value Added Services to product team

Writing product technical articles for internal and external members

Publishing product technical articles

Bug fixes support

3. Solutions from Goldstone Technologies

Goldstone Technologies is a global IT Services company with highly skilled technical resources

providing Multi Tech support services at Level 1, Level 2, and Level 3 involving Web, Chat and

E-mail on a 24X7 model to over 150,000 customers globally. GTL is considered as pioneers intechnical support outsourcing services for more than a decade and is our main business focus

area.

GTL proposes the following technical/ product services framework for the customer base of

iDirect Inc.




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3.1 Timely Technical/ Product Support Outsource Services

Product Support Outsourcing has emerged as Goldstone‟s top revenue-earner for the last 7 years,

indicating the strategic direction and organization focus. We currently serve multiple customers

from US and Europe, offering Offsite based support services to their end-customers. As product

Support Outsourcing accounts for nearly half of our offshore based revenues, and with our sales

pipeline being healthy, we expect to continue to see strong growth in this space for the

foreseeable future. Our 4-Phase Transition Process and a robust Knowledge Transfer approach

have helped our clients to successfully leverage Goldstone‟s experience and expertise for a

quality and cost effective offsite support services.

Goldstone has partnered with companies that develop software & hardware, and helps them in

realizing state of the art products in tune with their customer needs. Our product support and

maintenance models of outsourcing are tuned to individual customer‟s specific requirements,

service level agreements and market place dynamics with offsite based Global Technical Support

Center.

Aided by established methodologies and state-of-the-art infrastructure, Goldstone has been a

reliable outsourcing-vendor for several successful software product companies. Goldstone‟s team

comprises experts with in-depth domain knowledge and experience in a wide range of

technologies, to help smooth the transition in outsourcing. Goldstone uses perfected

methodologies for the gradual transition of the responsibilities from the client to our dedicated

team, with the ultimate goal of assuming responsibility for providing 24X7 operations, at our

dedicated onshore/offshore Customer Support Centers (CSC‟s).

To spearhead our continued growth in this space, we have invested substantially in the physical,

telecom and server infrastructure. We have invested in a server farm at offsite with Intel, HP,

IBM and Sun Servers to facilitate quick start on the engagements. With such extensive




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investments already made, Goldstone is offering unparalleled speed and commitment to our

clients‟ success.

Goldstone built its success for outsourcing relationship on „commitment, flexibility and

communication‟. Goldstone also realizes the importance of our customers retaining the control

over the offshore projects – through time-tested processes. As an ISO 9001:2000 company,

Goldstone offers repeatable and reliable processes.

3.2 Multilingual Technical/Product Support Services

Goldstone provides 24x7 Multilingual Technical Support Services. Goldstone is the only

company to currently offer multi-language capability in English, Japanese, Mandarin, Korean,

French, German and Spanish. Company has a mixed pool of resources – Indian nationals

speaking other languages apart from English and also nationals from other countries working in

our offshore facility in Hyderabad, India. Goldstone provides 24x7 Multilingual Technical

Support services by Phone, Email and chat/web.

We have established prestigious clients and have proven experience in supporting multiple,

complex and mission critical software products across different verticals. With world class

infrastructure including building, communications, dedicated telecom and data networks,

Goldstone can start immediately and ramp up quickly. We have established strong processes for

support and marching ahead for SCP/JD Power Certification.

Goldstone‟s end to end 24x7 support services include:

Level 1, Level 2 Technical Support Services

Email, Web and Voice-based Support

Product maintenance and bug fixes (Level 3)

Product & patch testing

New module development




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3.3 Customer Support Centers

GTL offers Customer Support Centers (CSC) for its clients, whose products are functionally

driven and which involve high level of customization. For similar products Goldstone offers

customized Support Centers that have a highly evolved Level-1/Level-2 Support. High quality

support, custom made for each client can be delivered to each individual client with our proven

methodology, process and a vast experience of the total process.

GTL provides successful support center operations that require an optimal combination of

management expertise, employee recruitment and selection, training programs and retention

techniques.

GTL„s Customer support Centers Services enables companies to create greater value from their

customer relationships through the application of our CRM solutions and interactive customer

care. Supported by our fully integrated, multi-channel customer contact centers and state-of-the-

art data centers, our solutions offer a "high-tech, human-touch" approach that couples highly

skilled customer service representatives with advanced customer and information management

technologies. Our multi-channel contact centers are technically advanced and a fully integrated

approach to managing inbound and outbound customer interactions.

3.4 Support for Multiple Technology Stacks

GTL has rich experience in extending technical support for global clients for their heterogeneous

products support on multiple technology stacks as described below:

Multiple Operating Systems: - Windows, Unix, Linux, Solaris, AS 400

Handling of multiple databases: - IBM DB2, MS SQL, Sybase, Oracle,

Handling of multiple protocols: - HTTP, HTTPS, FTP, X400, X.25, EDIFACT, iDocs

SAP

Multiple middleware: - MQ, JMS, Biz Talk Server




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3.5 Infrastructure Services

GTL has two large world-class technical support centers in Hyderabad, India. The combined

office space of Goldstone‟s three centers will add upto 180,000sq.ft – which is built along world-

class standards. Goldstone has a history of creating infrastructure ahead of demand, to be able to

offer rapid ramp-up for customers. The facilities are completely equipped with 24-hour physical

security guards, access keys to enter the premises, Id-cards for all employees, back-up utilities

such as Uninterrupted Power Supply (UPS- for 8 hours) and diesel generator sets.

Facility Center also houses training rooms, library, cafeteria, recreation room, and meeting

rooms. A predominant portion of all Technical Support Operations at Goldstone are housed in

Hyderabad, India.

Goldstone‟s Technical Support Centers are continually expanding. Often times, base

infrastructure like buildings and networking is created ahead of demand, to be able to offer rapid

ramp-up for customers. Goldstone has successfully demonstrated transition of very large projects

in a timeframe of less than 8 weeks.

Our facility center is equipped with world-class infrastructure complete with dedicated high-

speed satellite links, server farm, video and audio conferencing facilities and uninterrupted

power supply

Goldstone‟s server farm is equipped with leading servers running NT, Windows 20032008,

Solaris, HP-UX, AIX and AS/400 operating systems. Remote login, on high-speed pipes, is used

to connect client side servers, including OS/390 machines.




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Each center has its Local Area Networking, while also is connected to Goldstone‟s global Wide-

Area Network (WAN). Some of the projects are maintained in separate virtual private network of

their own, to facilitate security and direct client control

WAN Infrastructure

AMP Certified Switched Gigabit Network

Redundant Data and Voice ports on each Desktop

Multiple Internet Circuits

Driven by High-end Cisco and Nortel Components

Multiple International Private Leased Circuits that drive Data and Voice

Telecom Infrastructure:

Nortel Passport 7480, Meridian 61C EPABX

Nortel Meridian 3904/3905 phone terminals and Plantronics Headsets

Communications

Goldstone has a 2 mbps dedicated bandwidth for external client communication for both voice

and data. A standby 1 mbps IPLC line is also maintained for ensuring 100% uptime for critical

functions. Goldstone offers its customers various options like frame relay, dedicated point-to-

point connection, and VPN (Virtual Private Network) to connect to its offshore facility. The

communication network has been designed with redundancy to provide highest uptime.

Security

GTL imposes various levels of security access control mechanisms ranging from user Id

Security, to disabling of Floppy Drives, restricted access to CD Burners, monitoring of incoming

and outgoing e-mails, restricted access to internet, data encryption, firewalls, etc. Access to data

gets decided by the corresponding project manager and is strictly is on need-to-access basis only.

Communication over VPN uses standard data encryption protocols and hardware-based-firewall

protects the network from unauthorized access.




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Business Contingency Planning

GTL has a robust contingency plan for its offsite center and it also realizes the possibility of a

loss of control due to various factors. Detailed process, methodologies and policies for the

various factors form a part of the process that Goldstone follows for any offshore-based project.

Also, in line with our general methodologies and practices, we prepare a detailed risk-

management plan for each project that we undertake.

3.6 Technical Team To Support Networking Product Stack

Typically all our employees have Bachelors in Engineering or Masters in Computer Applications

as the basic qualification. Some of them also have Masters in Engineering or Computer Science.

A majority of Goldstone employees have experience in multiple technologies. Our processes and

methodologies help us offer uniformly qualitative services in all technology areas. Regular

training is imparted to the employees to constantly upgrade their skill sets.

As a part of their induction on joining Goldstone, Technical Support Engineers undergo a

rigorous orientation program for three weeks, for accent neutralization, cultural assimilation and

listening/grasping skills.




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Further, GTL ensures the following qualification criteria for prospective employees.

They must demonstrate excellent aptitude to change (willingness to „unlearn‟).

They must pass client specific written tests and interviews, where soft skills are critically

tested.

Technical background/experience.

Strong customer service capability.

Employee Attrition Ratio

The current attrition ratio of the organization is about 15.87% which is lesser than the industry

average. We are trying to bring it to less than 10% during the current year.

Attrition at StayTop/Goldstone is controlled using the following strategies

Our hiring process is strong and works on continuous improvement to hire the best talent

who have potential to grow

We have created clubs to take care of the talented and achievers to continuously motivate

them by rewards and recognition programs

We do industry bench marking exercises to check the internal and external parities

We continuously work on the skill enhancement by identifying the gaps

Skills and Certifications

Through continuous recruitment and regular internal training, Goldstone has a process of

creating and maintaining a pool of required technical skills at its offsite facilities. A majority of

Goldstone employees have experience in multiple specializations/technologies.

The following is a partial list of the certifications of our technical staff:

Networking Certifications

Cisco Certified Network Associate (CCNA)

Cisco Certified Voice Professional (CCVP)

Certified Wireless Network Administrator (CWNA)




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Comptia‟s Network+ Certification

Cisco Certified Internetwork Expert (CCIE)

MCSA(E) Certification

Operating System Certifications

Sun Certified Solaris Administrator

IBM certified LINUX system administrators

Microsoft Certified Systems Engineer

Microsoft Certified Professional

Other Certifications

Microsoft Certified Solutions Developer

Oracle Certified DBA

Oracle Java Developer

Brain Bench certified professionals for various technologies

IBM Certified e-Commerce Professional

Sun Certified Java Programmer

3.7 Soft Skill/ Product Training

Product related technology skills

Goldstone follows the same product training program that our clients use internally for their new

recruits into Technical Support. We follow „train the trainer‟ model and we expect to be trained

by our clients only the first time.

Goldstone gives importance to the value of intellectual capital development through continuous

training and learning. As a part of the quality management system a full time training coordinator

schedules the training calendar for the entire year and also facilitates and conducts these

programs. This calendar is charted by the coordinator along with inputs from the senior

management and external agencies to address future technology needs and also incorporating any

perceived needs from the existing clients. Goldstone‟s professionals are trained across

technologies to increase and appreciate new and emerging technologies.




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Soft skills

As Goldstone operates in several countries, where there are many cultural and language

differences, non-technical skills assume far greater significance. Many of our offsite employees

have international work experience and as such are familiar with foreign cultures and

communication protocols. All Goldstone employees working on an offsite project are given

regular orientation client-specific communication and cultural attributes. The HR department

organizes periodic role-play sessions designed to facilitate inter-personal communication skills.

As a part of initial orientation while joining Goldstone, Technical Support Engineers undergo a

rigorous orientation program for three weeks, for accent neutralization, cultural assimilation and

listening or grasping skills.

3.8 Operational Activities

The following diagram depicts GTL operational activities at our Technical Support Center.




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Organization

Perform headcount needs analysis

Recruit according to budget plans

Organize support according to skills requirements

Organize Support according to time differences and demand for local support availability

Organize Support according to needs for regular meetings and follow-up on all levels

Organize Support according to country/local demands

Implement External/Internal Recruiting Plan

Support Delivery

Train Goldstone staff on Support policies & procedures and the support case resolution

process.

Train Goldstone staff on the SLA structure and make sure they understand the

implications of the SLA definitions and ensure achievement.

Provide training regarding troubleshooting methods and best practices to accomplish an

efficient support resolution process.

Establish Global Support consistency

Establish and ensure Support Process flow including escalation procedures for Product

Maintenance and support.

Ensure consistency in the helpdesk support delivery independent on the method of usage:

email, web or phone.

Ensure quality and efficiency in phone based support (language and courtesy).

Ensure Case/Call Dispatching to the right skilled resource

Ensure 24X7 Support routines and infrastructure

Establish routines for error definition and rectification

Implement one focal point for escalation/feedback from client‟s end-customer, e.g.

Escalation Manager

Establish a Change Control board process

Implement existing processes and routines for product/technical Support. Ensure that

Goldstone establish support contracts with 3rd Party Vendors, if required.




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Ensure implementation regarding routines for support to customers without a valid

support contract, i.e. T&M support procedures.

Training on Support

Define training needs and program for the Support Staff.

Define training program for Line Managers

Implement training program for support staff

Product related technology skills

Soft Skills

Approach to ensure and verify skill level

Systems & Tools

Train support people on usage of tools & systems and implement routines

Show other useful information such as the Support database, etc.

Time & Labor Tracking

Telephony (ensure 24X7 routing)

Investigate the needs for and make suggestions for required lab environment and

equipment

Planning & Support Readiness

Implement process for Support Readiness and new support tools training

Support Monitoring & Reporting

Ensure awareness and implementation of key support performance metrics (e.g. Backlog,

Response time, Progress Update, Minutes/Case, Elapsed time, Labor Statistics, etc.)

Service Offerings

Ensure awareness and understanding between the different support service offerings

Train the support representatives on the Support WEB content and options




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Customer Satisfaction Analysis

Implement survey method & Tracking System

Implement routines to provide with regular feedback regarding results & analysis

3.9 Customer Satisfaction and Intimacy

“Customer Delight” is the philosophy of Goldstone. We believe in recognizing the value of

handling customers and have implemented varied techniques/mechanisms for handling

aggressive customers during hypothetical call situations. Customers‟ expectations change

quickly, so the support process needs to be flexible enough to handle it. Today customers may

expect support in forums, but tomorrow they might expect you to chat with them in real time

right when they have the problem. Goldstone has taken measures to adapt to support process

more quickly and responding to customer calls in a timely fashion.

Quality Assurance Management

Being an ISO 9001:2008 certified company, Goldstone is very process. When we define a new

engagement, process and metrics are discussed, defined and agreed and this forms the basis for

future quality audits. At Goldstone, we have 2-level QA mechanism to keep high quality on our

services and deliverables.

GTL has an internal QA audit team to ensure strict adherence to the agreed process. To make QA

more effective, our QA group report directly to the concerned Business Unit Head or CEO

directly on their observations. This ensures that non-compliance is kept under check consistently.

In addition, as per statutory requirements, we get audited by external agencies every year, for our

compliance to the processes.

Goldstone quality assurance and measurement is totally based on parameters that are measured,

and then evaluated, essentially - metrics. These are derived from various micro as well as macro

components that form the process itself. Goldstone evaluates the measurements on both the team

level as well as the individual level.




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Cases worked on by Level-1/Level-2 consultants are monitored by an “action plan”. Every case

logged is recorded in this “action plan” with the details like date logged, next update due and

next action and person responsible. Every day “action plan” system flags for the cases needing

immediate attention. The system also highlights the follow up action to be carried out after a

solution has been delivered to the customer. Most of the solutions will be checked by the shift-

leader before sending the same to the customer.

Quality Parameters monitored

Customer satisfaction Index

Security and IPR

Gap Analysis Matrix

Disaster Recovery Plan

4. Goldstone’s Differentiators

Goldstone is a publicly-traded IT outsourcing vendor based in India. “Customer Delight” is the

philosophy of Goldstone. This philosophy radiates through Goldstone‟s world-class facilities,

reliable outsourcing processes, outstanding quality certifications, and large talent pool of

professionals. Over 55 happy clients testify Goldstone‟s remarkable flexibility to meet the

changing needs of its clients. Goldstone‟s principal focus is Information Technology Support

Services from its onsite/offshore locations in USA and India.

Goldstone has several things that our customers and prospects find very appealing, like:

We are neither too big nor too small. We are small enough to treat our each customer as

the only customer we have and big enough to offer stability that our clients want to see in

their partners

Proven track record and satisfied customers

Similar experience in supporting enterprise-class products for other customers,

particularly related to “connectivity”




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Equally sincere commitment from board to senior management to project managers to

down the line for customers‟ success

While thoroughly process oriented, we are also very flexible to adopt clients‟ process

Ready-made infrastructure – Physical, Telecom & Networking

Guaranteed service levels adherence & cost savings

Other solution lines that will allow us to tap into vast talent pool for constant knowledge

upgrade

More than anything, we did support outsourcing very well, we are doing very well and

we will do very well in future also

Ability and experience to support a vast client base across various continents

Multi-language support (English, German, French, Spanish, Japanese, Korean, Mandarin)

Technical support in wide ranging technologies, including system software and Operating

systems

Publicly traded company with stable and healthy financials

Strong references from Rosetta stone, SAP - Business Objects, XOSoft, Axway,

Viewlocity, Sun Microsystems, Mirus etc.,

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Key Challanges in Technical Support Business Case

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