What We Offer: Product Lifecycle Optimization:
Customer Support Services
Ensuring Customer Success
Buyers seek solutions, not just products. Whether your company sells software or
hardware products, customers expect handholding during trials, customization and
configuration during implementation, and ongoing maintenance and support. The depth,
breadth, and quality of your company��s customer support services can make or break
a product sale and are critical for establishing a profitable and successful long-term
customer relationship after the sale is made. The challenge for product companies
is to deliver their customer support services promptly, efficiently and with high
quality to ensure customer satisfaction, maximize profitability and speed revenue
recognition regardless of the inevitable peaks and valleys of demand. Staffing for
peaks is costly and wasteful in times of low demand, but understaffing delays implementations,
impacts service quality, damages customer satisfaction and risks brand image.
How Dextrys Can Help
With extensive experience providing customer support services for many of the world's
largest and most demanding software and hardware companies, Dextrys has the skills
and resources to handle a broad range of pre and post sales customer services. We
can operate as an extension of your US-based field or professional services team,
handling the recruiting, training and transport of qualified experts as needed,
or we can actively manage a subset of your workload, providing and dispatching skilled
resources and managing, measuring and reporting on service delivery. For companies
entering the China market, our services enable them to offer scalable, high quality
customer service quickly, and without the investment and distraction of building
their own China-based organization. We offer the following categories of customer
support services.
Professional Services
Working as an extension of your professional services organization, our consultants
help you deliver your catalog of product support services promptly and cost effectively.
From road maps, system installation and quick starts to configuration and customization,
our services team ensures your products are properly installed and optimally supporting
your customers needs. Learn more >>
Field Services
Dextrys offers equipment providers a national workforce that can quickly scale upward
and downward as demand warrants. We deliver skilled professionals where and when
you need them to support on site equipment installation, maintenance and repairs.
We can extend your coverage to those geographic areas that may not justify your
adding a full time field service representative
Learn more >>
Technical Support
Dextrys offers remote technical support services from its China-based development
centers. Covering initial triage through troubleshooting and code changes, Dextrys
specialists provide level 2 and level 3 support for US-based customers and field
service organizations as well as level 1, 2 and 3 native language support for customers
located in China. Learn more >>
Benefits
- Drives revenue by increasing service delivery capabilities, enhancing the attractiveness
of product solutions and encouraging renewals of recurring service contracts
- Provides variable resource capacity to handle peaks and valleys in demand
- Ensures the right skills are available where and when needed, cutting service backlogs
and increasing customer satisfaction
- Enables professional services organizations to move up the value chain by offloading
critical, yet lower level assignments
- Use of cost effective resources and careful utilization management increases gross
margins for service contracts and professional services
- Speeds revenue recognition by installing and implementing products sooner