Data Support Services

Client
Bharti -Airtel

Challenge
The mobile data services are handset centric and as new models of various brands continue to launch is very difficult for any team that is not following the changing trends to maintain focus and support its customers on the various compatibility and configuration issues.

KIPL Solution
The Client was offered state-of-the-art support center facility integrated with the latest CRM technologies and processes and the client's customers were supported on multi-platform (various PDAs, PCs), data services technologies with personalized care.

Dedicated resources were established to provide several levels of support with multi-level Escalation support process.

Customized database (eCRM) for customer tracking was created and is maintained.

A Searchable knowledgebase of the various services and settings / configurations with resolved incompatibility issues was created and is maintained for various handsets available in the market.

A total solution for mobile data services was provisioned including the upselling and Support over the telephone, One-on-one web chat, Email support and On-Field Support.

Top

Delivering value

The Support model has been well received by the client.

Measurable results The Customer satisfaction was ascertained with the increase in revenues from the mobile data services.

Weekly reports with summary activities and Monthly reports with detailed analysis

Device Testing

Client
Bharti - Airtel

Challenge
To undertake Component / application level testing of Mobile Data Services including GPRS / WAP based, Java, Multimedia, Gaming & Enterprise Applications on the newly launched handsets of the various handsets.

Solution

Testing of the Provider's various existing services.

Testing download and execution of various types of components, applications from an end user perspective by simulating the user experience while using an application.

Testing performance of the application based on the listed parameters.

Testing system level interactions of different functions and applications and also the stability and robustness of the handset.

Benefits to client

Testing in live GSM/GPRS networks provides the client's customers enhanced proof of existing services, applications, product functionality on the newly launched handset from various handset manufacturers.

Standardized test suite and test environment to the Service Provider's specific need.