Raritan scouts for tech support BPO

HYDERABAD: Raritan Computers Inc., supplier of IT infrastructure management solutions, is looking out for a prospective third-party BPO that can provide technical support for all its global customers. Presently operating the technical support in-house for its customers in locations including the US, Europe, Japan, and other regions, the company is considering decentralizing support activities.



Explaining the notion of decentralizing, Raritan Computers marketing VP Vsevolod (Sev) Onyshkevych said, "Our objective is to resolve more than 80 percent of all reported technical problems on the initial call. To ensure improved performance and accurate and timely tracking of the problem, we are looking at centralizing the technical support activities throughout our global locations."



However, Onyshkevych didn't reveal the size of the BPO as far as the number of technical support agents is concerned. "We are determining the possibility as we have our products marketed in 76 countries and with customers in France, Germany, China, Japan, Korea, etc., providing support in all these languages is proving a little difficult," he added.



Onyshkevych was confident that the idea of providing support from a central location complying multiple languages is quite possible. He added, "We are talking to few third-party BPOs and in a couple of months we would be deciding about this. India has rich potential in languages as diverse as German, French, etc. and also possesses quality man power with technical skill sets and processes."



Foreseeing, India as a potential market for its business development and product enhancement, Raritan is betting high on the Indian talent pool. As far as diverting core product development work to India, Onyshkevych said, "We do product development from multiple locations and depending on the type of product and its features, it is accordingly developed. We are undertaking software development from India so far, but we are not planning to consolidate product development for the time being."