SupportMart is a global services provider that offers business process outsourcing and IT support services. It has offices in the US, Australia, and India. SupportMart designs and implements intelligent business operations for industries like technology, healthcare, hospitality, travel, and finance. It offers services including BPO, CRM software, and managed IT support. SupportMart aims to deliver excellent customer experiences through effective systems, world-class infrastructure, and employee commitment. It takes a structured engagement approach including planning, transition, go-live, and performance management. SupportMart provides 24/7 technology support and aims to deliver value through great people, robust infrastructure, and accountability.

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www.supportmart.com
INTRODUCTION

2. ABOUT
SupportMart is a global services provider, offering multi support services to various
partners and end consumers, we design, transform, and run intelligent business operations
including those that are complex and specific to a set of chosen industries.
For Over 5 years, customers of our clients have trusted SupportMart to deliver solutions
services that have helped them do and achieve more.
With multi-domain facet Supportmart elevates the benefits which end consumers and
organizations derive from their digital involvements. With laser sharp focus to deliver
“WOW” customer experience we focus on maintaining and expanding customer base and
customer experience.
Our Foremost Growth Platforms –
SupportMart (BPO Services, HQ - NY,USA)
CRM Solutions (Software Services, HQ - GGN, India)
Universal Console (Managed IT Services, HQ - NY, USA)

3. Global Footprint
Our Offices
90 Park Avenue, 17th Floor, New York City,
New York, 10016
United States of America.
4900 California Avenue , Tower B , 2nd Floor
Bakersfield, CA 93309
United States of America.
Level 7, Phillip St.,
Parramatta, NSW, 2145
Australia
30, Udyog Vihar, Phase – I, Gurgaon
Haryana, 122016
India

4. What We Offer
Privately held, financially sustainable company
Strong global leadership
Vast international experience catering to multiple countries
Multiple site for seamless operations.
Effective systems and processes
Scale-able, Robust and World-Class infrastructure
Employee commitment and high integrity workplace
PCI Compliant and ISO Certified
Business process outsourcing solutions

5. Industries We Cater
Technology Hospitality Travel
Healthcare Finance

6. Structured Engagement Approach
Planning
•Contract Finalization
•Kick off Meeting
•Define Client
Requirements
•Define Communication
and Transition Plan
•Define Software /
Hardware requirements
•Define Project
Scheduling.
Transition
•Process Evaluation As is
•Readiness Checklist
•Gap Analysis
•Prepare and signoff Detailed
Transfer Plan
•Deploy Hardware / Software
•Knowledge Transfer /
Operations Documents
•Hiring / Training
•Define Baseline SLA’s
•Soft Launch – Track Progress
•Post Transfer Support
Go Live
•Operational Reporting
•Track Baseline Metrics
•Steering Committee
•On Going Training

7. Performance Management
Plan
•Goal Setting
•Expectation
Commitment
Monitor
•Live Monitoring
•QA Audit by
Supervisor
•QA Audits by QA
Team
Develop
•One-On-One
Coaching
•Performance
Discussion Sessions
•Side by Side
Coaching
Performance
Summary
•Analyse
Performance for
TNA
•Analyse Data for
Business
Intelligence
Performance
Recognition
•Rewards &
Recognition
•Content &
Leadership Training

8. Quality Assurance
All Calls /
Chats
Digitally
Recorded
Interactions
Audited by
QA team
Min 3 Audit /
Agent
Six Sigma
Approach to
Process
Improvement
Benefits of Monitoring System
Clients gain third-party unbiased expert perspective.
Understand customer behaviour and market insight.
Enhance customer interaction experience.
Customer feedback makes you future ready.

9. Technology Support Network
24 / 7 Support
Desktop Support
Network Admin
Telecom Admin
Data Analytics
CTI Admin
Database Admin
Application
Development &
Reporting

10. Why Choose US
We Deliver
To Your Customers
•Personal Engagement
•Responsive Behaviour
•Relevant Information
•Timely information
•Recognition
You Get Value
• Great people
• Robust infrastructure
• Competitive price
• Trusted advisor
partnership model
• Deep industry
experience
• Project management
model
You Get
Accountability
• Live Monitoring
• Superior Reporting
• QA calibrated with
client inputs
• Service level contract
• Industry recognised
dedicated QA process
• Dedicated Trainers
You Get
Dependability
• Disaster avoidance
model
• Full daily backups and
off site client data
storage
• Password Security and
24 hour live video
• Call recordings

11. Awards & Affiliations

12. Thank You