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Sybase to add India as major hub in customer service network

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CIOL Bureau
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Rahul Gupta

MUMBAI: With customers expecting more of software services, India is popping

up as a preferred location for software majors to operate service centers from.

Sybase has opted to add India as a major hub in the customer service network for

the Asia-Pacific region.

Sybase senior director, technical services, Gabriel Muthusamy said, "We

have over 2,000 key customers in India. It helps that India has a great pool of

technically qualified software service engineers, so getting staff locally is

not difficult. The idea is to reduce problem isolation time and resolution time

drastically.






With accounts like HDFC, IOB, Tata AIG, BSE, Tata Teleservices, Kotak Mahindra
and ICICI, the company has established its presence over many years.






While telephone support and electronic services offer remote assistance, it is
the excellence in processes that can give a software company the confidence to

take on any level of customer service. Typically, problem resolution is managed

in a number of stages, graded from Level 1 through Level 3. Till quite recently,

at Sybase, the problems of customers in India had been handled at Level 1 and 2

within India, and this was backed up by Level 3 support from outside India

primarily from Sydney, Australia, and from Singapore.






Sybase has taken a different approach. At the enterprise level, there is a
high-availability annual plan, which includes prioritized support services, such

as faster response and escalation handling. The "extended" plan

includes access to 24x7 telephone hotline coverage for critical issues. A

"basic" plan helps customers who want the insurance of unlimited calls

and new software version releases. There are tailor-made services for

developers, personal support options for customers on critical projects, and

extended partnership services, with direct contact to a designated alliance

engineer, backed by a team.






Sybase is the enterprise Infrastructure Company that bridges heterogeneous
technologies. With Enterprise Portal, mobile and wireless solutions, essential

integration products, and high performance database management systems, Sybase

is one of the largest independent software companies in the world.







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