Enhance your competitive advantage to address some of the most pressing business challenges faced in high tech today. With the unpredictability and ever-changing nature of the high-tech industry, it is imperative for your organization to be streamlined and agile. VanceInfo is a cost-efficient and dependable partner for your outsourced needs.

From software development and testing to technical support and business process outsourcing, VanceInfo offers a full spectrum of services to maximize your return on investment. With rigorous quality processes and proven methodologies, VanceInfo is the leading China-based provider of IT outsourced solutions to North America, Europe, and multinationals in China. VanceInfo gives you the power to focus on your core competencies and lead innovation for the next generation.

VanceInfo is also the leading Offshore Development Center (ODC) provider in China, currently maintaining the largest number of million+ dollar ODCs in China with the largest number of engineers for US-focused projects. Our high tech clients include many larger companiees like Microsoft and TIBCO, as well as a growing roster of fast-moving startups. ODCs are a dedicated extension of your company, providing software development, testing, and maintenance solutions as a one-stop platform for increased productivity, cost savings, and speed-to-market.

Client

A Nasdaq-listed software company with over 3,000 customers and offices in 40 countries

Challenges

Client looking for a partner to support products used in China, APAC and globally. VanceInfo was a natural choice to provide technical support services due to the existing VanceInfo-managed China Development Center (CDC) for the client. Challenges included:

• Engineers require strong ability to communicate using English via both email and phone
• Reproduction of diverse issues across multiple product lines and HW/SW environments
• Maintaining top talent dedicated to support, as the strongest engineering talent tends to be focused on development Engineers require strong ability to communicate using English via both email and phone
• Reproduction of diverse issues across multiple product lines and HW/SW environments
• Maintaining top talent dedicated to support, as the strongest engineering talent tends to be focused on development

Solution Provided

VanceInfo setup a technical support team dedicated to client's products:

• 24x7 2nd level and 3rd level (source code) global support team setup for 8 different product lines, with response prioritized by customer support level and defect severity
• Developed a comprehensive training plan including onsite training for initial team, and training within the China-based CDC for additional new hires. Training steps:
  1. Initial training, both formal and self-study (1-2 weeks)
  2. Shadow support period where only mentor interfaces with customer (2-3 weeks)
  3. Ready for live support (following mentor evaluation)
• Setup team with close links to VanceInfo-managed client CDC for access to unparalleled product expertise. Allow engineers to transfer between support and development roles at the CDC, further building expertise and minimizing employee turnover

Results

The client benefitted from the following results:

• Within 3 months of operation, the team handled an average 50% of SRs for APAC region, 30% of SRs worldwide
• "For the past 3 months of live support we think they've done an excellent job! Keep it up"…feedback from Support Manager at client headquarters
• Unqualified success has led to planning for CDC-based team to offer APAC region 1st level support

Technical Highlights

• Skills: Java, J2EE, SOA, TIBCOtm products including EMS, BusinessWorks, Adapters, Administrator
• Platforms: Linux, AIX, HP-UX, Solaris, Windows 2000/2003/XP
• Communication tools: Phone, email, Siebel, WebEx
• Scope: 20+ engineers, 2006 to date, ongoing