Inforonics Podcast Episode #4: Customizing Outsourced Technical Support

This is the fourth and final installment in our series of podcasts talking about how companies are benefitting from outsourcing their technical support call center operations. Our host for the podcast series is Dave Gowel and he is joined by Inforonics' Director of Technical Support, Scott Taylor. In episode one of this series, Dave and Scott talked about an ISV exploring its options for extending its hours of technical support. In episode two, Scott shared with us the story of a wireless device manufacturer that had trouble prioritizing its resources. Inforonics was able to provide support for issues that did not require developer expertise, helping the company to refocus its valuable resources on product enhancements and technology. In the third episode, you heard how a web hosting provider with a SaaS site builder tool overcame the challenge of sudden growth by outsourcing its technical support to Inforonics.

Listen now to this final episode to hear how a home automation specialist providing systems that allow consumers to automate many functions in their home such as lighting, temperature and security was able to benefit from outsourced support. The company was looking for a way to outsource some of its support functions without violating its customer's privacy. The goal was to reduce the amount of time engineers had to spend on the phone troubleshooting so that their skills could be better spent logging into systems and fixing bugs. No one wants their security system offline, so engineers needed to be available at a moment's notice to fix problems in order to keep customers happy. Inforonics was able to customize a support solution that met all of the home automation solution provider's needs.