"Symbio's IBM heritage really shows in their software expertise. They develop software at an incredible speed. Symbio has always exceeded our expectations."
Eric Chao, IBM
Once the product enters into a market successfully post-sales services must be provided to support users as well as partners. In general one can divide such support into two broad categories. Proactive and reactive support, as seen in the following diagram. Once the purchase order is signed and the product is shipped there are usually fee based consulting or professional services involved to customize, deploy and integrate the product into user's environment. Of course end user training is indispensable. For web applications or Software as a Service type of deployment hosting would be another valuable offering.
Typically users will encounter issues or bugs for which reactive support by phone, email or any other means must be provided to maintain customer satisfaction. Software products are typically sold with a maintenance contract with agreed upon service levels such as response time and patch updates. Support can be divided into technical response and customer support. The difference has been that the former requires trained support engineers.
Ensuring your client's satisfaction involves more than just providing well designed, glitch-free software. A successful deployment often involves hands-on help with installation, especially in Asian countries where higher levels of services are expected. Symbio can help customize and implement your applications quickly, painlessly and cost-effectively. Our in-country deployment and integration teams are comprised of global professionals who speak the local language and are trained in cutting-edge technologies and programming techniques. They are indoctrinated with rock-solid methodologies and quality processes.
Some products might require customization to the users' requirements. This could call for product consultants with domain expertise and strong hands on experience to meet the specific business needs of your in-country users.
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Once your application has been customized to your users' specifications, Symbio can execute on the system implementation plan and ensure that your solution is up-and-running to expectations, anywhere in the world.
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Seldom, if ever, will an application be the only one existing on a system. Application integration is a key challenge for development organizations, with clearly defined (if not mundane) deliverables. Symbio can quickly integrate your applications within your existing systems.
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Customer education is a big step towards user satisfaction and has proven to be effective in lowering support call volumes. It's common to work with channel partners when you go to market in Asia. This calls for partner training and certification. Training can be customized to our client's requirement and delivered in-class, online or even on-site using a variety of delivery methods. We can provide translation to localize the training curriculum. It's common to provide a certification in training in order to verify competency attained.
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Once your product goes into production, Symbio can also maintain it for you. This allows you to remain focused on your engineering core competencies, while reducing maintenance and support costs. We can also provide 7x24 hosting service for your web applications.
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Symbio can help you overcome the challenges of supporting your users globally by becoming your in-country help desk and technical support teams in Asian markets. We can build and operate response centers to support your users in Asian countries in native languages. Symbio raises user satisfaction levels, particularly in Japan, China, Korea and Taiwan where customers are very demanding or often require on-site assistance. By working with Symbio, you can have a scaleable solution without increasing your overhead, and ensure continuity for your long-term mission in the region.
Technical and Customer Support
After a product is deployed, a dedicated support team has to provide assistance to users according to the contractual agreements. In addition to first-line support, we can also provide second-line technical support to identify and resolve more complex issues. Customer support is for non-technical issues such as license, account and order management issues.
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