Streamlining Client Software Implementation and Support Services for a Product

Case Study

Streamlining Client Software Implementation and Support Services for a Product

No of Users

500+

Project Duration

10+ Years

About Client

Our client is a well-established organization looking to implement a robust software solution to manage its operations more efficiently. The client required a seamless setup and ongoing support to ensure that their team could quickly adopt and fully utilize the system to improve workflow and reduce manual efforts.

Technology and Services

Microsoft Azure, .NET

Industries

Independent Software Vendor

“HexaCorp’s team has been a tremendous partner in helping us implement and maintain our new software system.” – IT Manager

50%

Minimized Downtime

45%

Faster Ticket Resolution

Project Synopsis

HexaCorp partnered with the client to deliver a comprehensive solution that includes hardware setup, software configuration, and structured support. The goal was to facilitate a smooth transition from contract signing through to live operation, followed by proactive support that addresses a range of client needs by ensuring optimal performance and high user satisfaction.

The Challenge

Ensuring smooth hardware and software implementation.
Efficiently onboarding team members unfamiliar with the new system.
Quickly addressing support issues through various communication channels.
Managing and categorizing support tickets to prioritize and resolve issues effectively.
Providing timely solutions to complex issues, such as calculation setup and integration with third-party systems.

The Solution

Developed the product end-to-end and gradually started with support services and have been assisting the client from 8+ years.
Client can reach out for support via calls, chat, or emails, with email being the preferred method for detailed explanations and issue documentation.
All support requests are assigned with ticket numbers through Salesforce, allowing our technicians to systematically address each issue.
Each ticket is assessed within 30 minutes and within 5 hours whenever possible, ensuring prompt and thorough support.
We provide 24/5 support, maintain SLAs, fix bugs, add new features, and at times assist tailor-made solutions based on viability.
Ticket levels could be adjusted after client discussion to match the evolving needs, enabling efficient prioritization.
Team follows well-defined support process based on the requirements.

The Result

On average, client issues were addressed within 5 hours, resulting in minimal downtime.
Through training and real-time configuration guidance, clients gained the confidence to handle routine issues independently.
Timely escalation of bugs to the development team reduced potential system disruptions.
Additional training sessions enhanced user adoption, making the transition to the new software smoother and more impactful.

Get in touch with HexaCorp

Contact us by mentioning your specific requirements in the form. We extremely value your time and dedication, we will reach out to you at the earliest possible.

Case Study