The strong technical background, project management expertise and domain knowledge with Vencer allows companies to outsource their application/product support requirements and allows them to concentrate on their core business.

Vencer possesses the technology and the domain expertise with a strong and in-depth understanding of the financial and the Internet communications domain. We can take care of your Customer Support and Helpdesk to manage them in a proper and efficient way with an inbuilt accountability.

Our support programs involve the creation and use of a defect tracking system and a process for monitoring it. Escalations mechanisms are built in to know of non-moving issues. This significantly increases Level1 resolution at the first call and improves the efficiency of the operation. We have multiple support levels, which allows you to choose the priority levels to be allocated to different users on Support. We can integrate our remote support process with client processes to provide a seamless experience to customers.

Our model allows for years of scalability in the support organization. As your business grows and adds more customers, we take away the burden of growing the support organization before rolling out newer products and services.

Apart from vast domain knowledge from our different implementations across varied geographical locations, Vencer also provides the best breed of developers and Technical Architects. They are managed by an Account and Support Manager who liaisons and co-ordinates with your company for SLAs, Performance metrics and Support rollouts.

Companies can scale down or ramp up their support requirements depending upon the product requirements.

The Engineers are intensively trained on your products, which allow them to get an in-depth knowledge of the product and are able to resolve issues for all levels of support. Each Engineer is handpicked for customer interaction skills in a non-technical way.

The in-depth knowledge in banking technology and Internet communications reaffirms the client's faith in Vencer.

Why Outsource Support
Free core resources and focus on core business: By outsourcing your support activities, you can concentrate on market dynamics instead of the product dynamics. Companies can focus on their core businesses by having support functions taken over by Vencer, freeing resources on customer needs

Respond faster to market opportunities: Vencer ensures that support cycles are cut down and timely releases ensured. The offshore model ensures this with simultaneous guarantee of reduced costs. This helps in gaining a competitive edge and the first-mover advantage in the market space.

Lower costs: Reduced support and maintenance costs directly translates to lower product cost for the customer and higher margins for the product companies.

Flexible Resource Pool: Attrition and market conditions of skilled professionals are a reality and it becomes an expensive proposition to keep up with. Since Vencer has experience and expertise by working with many clients facing similar challenges, we are the best source of obtaining expertise in shortest span of time. This combination of this specialization and expertise gives software product companies a competitive advantage and helps them avoid the cost of chasing technology and repeated training.

Key Advantages

Critical mass of technical resources
Strong expertise on banking technology
A solid management teams
ISO 9001 like Quality compliances and high adherence to Service Level Agreements
Value-adding capability
Technological capabilities
Proven Track record, Stability and reputation
The best billing rates
Excellent infrastructure and bandwidth connectivity
Details of Vencer Support Process
Support Team
A complete Technical Support team (including an Account manager) works and coordinates on behalf of your company to resolve day-to-day and ad-hoc issues in the customer system. The Customer Service Representative (CSR) undertakes all the customer interactions and delivering solutions to the problems with the customers.

Call/Issue Tracking System
Vencer uses a Customer Support Tracking System, which is the primary source of knowledge base for customer problems arising on an impromptu basis.

For voice calls and Internet messaging, the CSR immediately takes a note of issues in hand from the customer and physically enters the information while being on the call. The CSR checks for his knowledgebase of similar problems and tries to resolve the customer's query. In case of a longer resolving time the call is documented into the Support Tracking system and email alerts are triggered to the product engineers for them to work upon. A timeframe is estimated and is conveyed to the customer for its resolution.

For emails, a specific email id like customername@support.Vencer.com is set up, which triggers mails to the support team. Once the customer reports a problem it is entered in to the Electronic Support Tracking system by a CSR, in compliance with our ISO 9001 processes. This is recorded, assigned and a reference number allotted. The Account Manager monitors the problem till the issue is closed and provides a daily update to the customer.

There are inbuilt alerts and an escalation mechanism in case of no movement on the resolution of the query. This ensures that the customer's issues are always attended to.

Support Hour and After Hours
Vencer provides Technical Support management through its 24x7x365 online help desk. Attendants take calls from your customer and report it in the Customer Support Tracking System.

Enquiry Resolution and Service Goals
Typical response time for service and support is 1 working day. The response is given in the form of a phone call or email depending on the severity of the issue. These time lines are in accordance with the Product Support industry standards. The level of support may also depend on the degree of complexity of the problem encountered.

We have the following priority levels for problem resolution in which we provide an alternate solution within the following time frame;

- Priority Level 1: Within 8 hours of reporting
- Priority Level 2: Within 16 hours of reporting.
- Priority Level 3:Within 48 hours of reporting.

In extreme cases, the Support and Account Managers are always accessible on their cell phone for emergency fixes.

Account Management
Vencer provides each customer/product with an Account and Support Manager.

The Account Manager conducts regular (weekly) status meeting conference calls with the customer. A status reports is prepared in line with our standardized methodology process for customer reporting. Issues are logged, resources assigned and efforts and dates are committed to the customer. These guidelines require processes that reflect measurable results. This formal process ensures our customer is confident in dealing with the support group.

Vencer has well and mature software application maintenance processes, which allow effective capture, resolution and reporting of software maintenance requests. All our software maintenance projects are governed and monitored by the SLA framework which covers: -

Requests management
Work around
Resolution
Root cause analysis
The unique value-added proposition from our offshore division in India is based on our offshore software programming team's talent to use global software project delivery model for application maintenance.

We can also provide software consultancy on the following disposition plans for your company's software applications: -

Transform
Retire
Consolidate
Replace
Business Benefits
Improve stability and efficiency of mission-critical software applications
Continuous improvements in quality of service
Refocus your energies on strategic initiatives
Keep applications in line with the latest software technologies
Reduce total cost of ownership, thereby enabling you to invest more in your strategic IT initiatives