Baan adds value to services in India

Exactly after a decade of its existence in India, the Baan support centers in India, based out of Mumbai and Hyderabad, is expanding its profile of activities. In addition to its charter of supporting customers in India and at the global level, the centers have started helping them optimize their IT application within the organization.

Baan helps customers do an annual audit of the applications, draw a roadmap in tune with the investment and help maximize the return on investment. "We advise our customers on how to effectively leverage on their existing infrastructure and maximize investments," said Baan's Indian Customer Service and Support Director Ravidra C Kabbur.

Among the two centers in India, currently the Mumbai center is more focused on domestic support while the Hyderabad center is engaged in providing support to Baan’s global support centers. As the company moves into its next phase of expansion, the focus would increasingly be on adding value to its activities by way of consulting.

There are about 140 Baan customers in the country across all the verticals. They are categorized as tier I (200-300 seats), tier II (between 100-200 seats) and tier III (below 100 seats). The company's presence is predominantly in the manufacturing sector in both discrete and process as well as the pharma sector.

According to a survey done by Prognostics, an international IT survey company, Baan customer support and service center has globally achieved a gap of 1.4 and for the India support center the gap for the last quarter ended June 03 was even lower at 0.8. In international levels of service across industries, a customer satisfaction gap below 2 is considered to be top of the rung.

Kabbur said that the support centers have key performance indicators, which help them to perform consistently. These include parameters like the number of backlog cases, resolution time taken for each complaint, backlog age of the complaint, customer care feedback satisfaction resolve, and the quality of problem resolution.

(CNS)