Expert Customer Care and Technical Support at Affordable Costs, 24x7
Mantra provides comprehensive support services for both technical and non-technical processes. Our support group provides round-the-clock, world-class quality support services to attract and retain customers for our clients.
Consistently excellent support is the Mantra promise. Without adequate tech support, even the most ambitious, technologically advanced IT is doomed to failure.
We’ve built our business around this fundamental belief, and our focus on customer care shows in each of our procedures, policies, and practices.
As a client, you gain instant access to our long-established support infrastructure. Offering voice- and text-based support to your end-users is part of our standard service model.
The Mantra Process Migration Model is designed to solve the outsourcing issues such as back-office operation, process and system migration, and operation of the support functions using procedures that have been honed to achieve optimal efficacy and efficiency.
What support capabilities are needed? While this will differ for each company, here are some essential components for internal support as exemplified by the internal IT Help Desk and for external support as exemplified by the external Customer Support Center.
Typical Services that Mantra can offer for both the IT help desk and the customer support center:
Logging of problem calls/emails
Assigning one owner to each problem
Escalating problems as needed
Tracking problems through to resolution
Building a resolution knowledge base for use by both internal personnel and eventually external customers. Identifying problem trends, and recommending pro-active corrections (e.g., product modification or enhanced training).
Unique services for the IT help desk include:
Supporting and tracking configuration changes, tracking IT inventory, and managing the company's IT assets
Creating and implementing meaningful service level agreements
Developing and utilizing management reports for evaluating vendor equipment, improving service-level agreements, and for proactively servicing IT-related customer issues
Unique services for the customer support center include:
Dispatching and field servicing
Cross-selling and up-selling
Determining appropriate marketing activities (e.g., permission-based marketing)
Promoting personalized interactions (e.g., via personalized portals)
SaaS and Offshore Product Dev
For Mantra, Quality is a way of life! The quality program at Mantra integrates multiple quality approaches to deliver the best results to our clients, emphasizing on improvement at every stage to achieve world-class levels of quality service and consistency of delivery.
Total commitment to quality and customer satisfaction...
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