24x7 MANAGED SUPPORT SERVICES
Craft tomorrow’s customer experience, today
24x7 Managed Support Service
Customer Experience is looked upon as THE defining success factor for businesses these days. With customer expectations on service and support are constantly rising, manufacturing customers are no less, and they expect top-notch service from every vendor and partner. Any disruption in service is viewed critically and can easily erode the trust the customer has built upon your business relationship. As an OEM or a System Integrator, building a team from scratch is a costly option and keeps you away from your core focus area of building products and solutions.
Axcend’s 24x7 Managed Support service provides only the best support for your customers to ensure that their shop floor keeps running.
What we offer
"Always-on”
Support
Support across time zones 24 x 7 x 365, we cover your holidays too!
People-first
Approach
We believe in and provide human interactions for you and your customers for effective issue resolution
Wide
Coverage
Our support extends beyond IT to controls and automation as well
Expert
Help
Dedicated roster of support engineers with 5+ years of experience trained in the areas and technologies relevant to your offering to the customers
Brand
Integrity
We adapt to your existing support/ticketing platform to ensure your brand equity is upheld
Continuous
Improvement
We have upskilling programs and clear SOPs to ensure that your support engagement is constantly improving
How we fare
We’re proud of our work and it shows. Our standards and performance far exceed the standard industry benchmarks*.
(* taken from Zendesk Benchmark report for CX)
Industry Benchmark
First response time: 5.9 hours
CSAT: 91%
SLA Adherence: 85%
Axcend 24x7 Support
First response time: 2 hours
CSAT: 95%
SLA Adherence: 98%
Benefits
Prioritize
your customer experience and success first without being bothered about the operational issues
Deliver
on your promise of always-on support to ensure business continuity for your customers and provide support beyond IT to critical control systems
Focus
on the priority on-site support while the queries & troubleshooting can be responded on-time by your extended Axcend team
Optimize
your resources and upskilling programs while improving customer satisfaction
Scale
on demand with no risk of resource management
Monetize
explore new business models and monetize support as a value-added serviceWhy Axcend?
Multidisciplinary Teams
Team members with expertise in leading automation platforms and software technologies
Domain understanding
Razor-focused in the manufacturing industry, we understand the domain and tech used in manufacturing
Rich ODC experience
We’ve been running and managing Offshore Development Centers (ODC) and managed services for several leading automation companies. So, we understand what it takes to provide continuous support
Flexible engagement models
We provide the flexible engagement to suit your evolving needs.
Continuous improvement
We train, upskill and re-skill our support engineers continuously to enable best-in-class support for your customers
Talk to us
