Welcome to the first of four Inforonics podcasts aimed at helping you understand the benefits associated with outsourcing part or all of your technical support operation. Our host for the podcast series is Dave Gowel and he is joined by Inforonics' Director of Technical Support, Scott Taylor. Many business decision makers are hesitant to consider outsourcing to be such an important part of their business. Choose the wrong support partner and the first ones to feel the weight of a bad decision are your customers. No one wants that! Choosing a partner that is able to deliver quality, consistent technical support can be really beneficial for organizations facing challenges in today's global economy. In this case study, Dave and Scott will discuss an independent software vendor (ISV) with a top-notch solution for the human resources industry. They were experiencing a surge in support related calls from customers after-hours.

These end-users were located in various parts of the world where their nine-to-five workday was the overnight shift in the US. Customers' messages were ending up in a voice mail system until morning... or morning for the ISV that is. Other end-users were complaining that their work days were not always from nine-to-five and so they needed support during the times THEY were working. Our client knew that if they didn't act fast, customers would happily make the switch to any number of competing HR software providers that would give them the support they needed, when they needed it.

Listen now to hear more about how Inforonics helped this ISV extend its hours of technical support for end-users effectively and cost efficiently.