A presentation by Gabi Guedj at NESS given at the B2B Customer Success & Experience Seminar, June 18 2014 Tel-Aviv

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WE, SUPPORT. ™

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Can you?
Operate a 24 X 7 support service?
Deliver multi language services ?
Understand customers from different
cultures?
Communicate clearly and professionally
with your customers?
Maintain technical knowledge through
support layers?
Evaluate and improve your customer’s
perception on your service and products ?
Extract business data from customer
support systems?

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State of the Art -
Tailored Solution
Customer
Level
1 - 2 - X
On Site
Support
Call
Center
LogisticsProduct
QA
NOC

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Full set of Strong
Tools
CRM &
Reporting
Knowledge
Base
NOC &
Monitoring
Any
language
Interpreting
ALL
Access
Channels
Service
Management

5. Service
Management
ITIL
Based
24 X 7
Transparent
SLA Based
Customer
Relations
Serve
Business
Needs
Customer
Satisfaction
Enabler
HR
Recruitment
Training
Team
nursing
Governance
BI Portal
Accountable
Management
Knowledge
Management
Gain =
Knowledge
transfer
Preserve =
Knowledge
up to date
Methodologies and Best Practices
Overall ability to operate an efficient, smart, high
performance service facility

6. Location Mix
Nearshore

7. Governance and Transparency

9. Customer Portfolio

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Additional
Services
• Operate field support in Israel and
other locations
• Design, build and operate R&D
labs- private or public cloud
• Operate testing and QA
• Training and change management
• IT operations and experts: MS, UNIX,
DBA, Network, Telephony, etc.
• Operate logistic processes, inventory,
purchasing
• Operate and measure other
contractors
• Cloud services

11. w w w . n e s s . c o m© 2010 Ness Technologies
WE, SUPPORT. ™