Mirapoint and MindTree Jointly Showcase Benefits of Partnered Technical Support for Small and Medi

Oct. 16, 2009 - PRLog -- Bangalore, INDIA: MindTree Ltd., a global IT Solutions Company, today announced that it would be participating in the Technology Services World 2009 (TSW) jointly with Mirapoint, a global leader in secure enterprise messaging infrastructure. The TSW is the world’s largest technical support event organized by the Service and Support Professionals Association (SSPA), and will be held in Las Vegas, USA, between October 19 and 21, 2009. MindTree and Mirapoint will together present a case study on ‘leveraging partnered technical support for small and medium sized businesses (SMBs)’ at the event.

“Building and growing a competent technical support team for complex products in the face of an ever-growing customer base is a daunting task for any product company, more so for SMBs. At the same time, outsourcing customer-facing activities to a partner is a difficult decision fraught with potential risks,” said MindTree Head of Technical Support, Srinivasa Rao Kottamasu. “MindTree focuses and specializes in addressing such critical tech support issues for SMBs with complex technology products and applications. A precedent to this is Mirapoint which leveraged MindTree’s model for efficient support operations, thereby ensuring higher and predictable customer satisfaction,” he added.

Mirapoint is a global leader in the secure messaging server appliance market. Its appliances deliver a high level of security and performance with ‘five-nine’ reliability and significantly reduce the cost of enterprise messaging. Mirapoint provides a centrally-managed messaging infrastructure that can meet today’s needs for security, reliability and compliance, and address new requirements like group collaboration, mobile access and instant messaging.

“The partnership with MindTree provided our backline support team with proactive support, enabling us to focus on our core business. This partnership helped us focus better on our customers,” said Mirapoint Vice President – Customer Care, Vanessa Hanks. “It was indeed a difficult decision to engage a partner for our support needs. But MindTree worked seamlessly, as a true extension of our technical support team, which is a credit to MindTree’s culture and the teams involved. MindTree’s process maturity helps us get a very detailed visibility into the ground-level operations,” she added.

MindTree specializes in providing technical support for small and medium businesses with enterprise-class complex technology products and applications. MindTree’s approach goes beyond reactive support to customer profiling and predictive analytics providing inputs for improving product supportability. Our rigorous engagement methodology with an onshore and offshore delivery model takes the risk out of service transition. We deliver predictable customer satisfaction to enterprises through metrics-driven and knowledge-centered support operations for a global client base.

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