The client is a B2B SAAS company with small and medium business clients across 40+ countries. Their services include operational analytics, RPA, AI/ML services, cloud management, data transformation, integration, analytics and visualization etc. Missing being “building efficient enterprises”, they are challenged to improve the operational efficiency.
The client’s technical support costs scaled linearly with business growth due to the global reach of their client base. Retaining skilled support staff became challenging, and a significant portion of support tickets were repetitive, impacting customer satisfaction, indicating low customer engagement with the available documentation.
As a company with clients all over the globe, the cost of staffing a technical support team scales almost linearly with business growth
Retention of talents who can do technical support was increasingly challenging
Employee satisfaction was low with a significant portion of support tickets becoming repetitive, and customers didn’t read the manual.
Kanerika Inc. is a premier provider of data-driven software solutions and services that facilitate digital transformation. Specializing in Data Integration, Analytics, AI/ML, and Cloud Management, Kanerika prides itself on its expertise in employing cutting-edge technologies and agile methodologies to ensure exceptional outcomes. With a proven track record across various industries, Kanerika maintains rigorous quality standards, backed by ISO 27701 certification, SOC II and GDPR compliance. As a distinguished partner of Microsoft, AWS, and Informatica,
Kanerika’s commitment to innovation and strong partnerships positions it at the forefront of empowering businesses for their growth.