HEADLINES
JOBS
DISCUSS
POLICY POLICE
ARCHIVES

Aditi will provide technical support to RealNetworks

Seattle-based RealNetworks, developer of the streaming software "RealPlayer system", has chosen Aditi Corporation to provide technical support to its over 30 million RealPlayer system installations worldwide.

T O D A Y

• Free email option • Aditi's Real deal • BharatiBT's ISP plans • Baan's ERP update

Dave Hardwick, technical support manager, RealNetworks is reported to have said, "We believe if people like our free product and they get great support, they will come back and purchase enhanced and enterprise versions of our products. This way we can further build our customer base.''

Aditi Corporation has claimed that RealNetworks wants to transform the Internet into the next mass medium by developing and marketing broadcast technologies. This growth would translate into an increase in the number of users needing technical assistance.

The challenge for RealNetworks would be to meet the increasing need for full-fledged assistance without investing heavily in added support personnel and related expenses.

RealNetworks has decided to outsource as it meets the company's goals and protects the bottomline. "We needed a partner with technical support expertise as their core business. Aditi has the experience we require and they provide the service in a cost-effective way,'' Hardwick said.

Aditi elaborated that technical support often accounts for a high percentage of an organisation's headcount and overhead costs. As product variety and sophistication grows so does the demand for good technical support.

M.D. Ramaswami, General Manager, Aditi, Support, has been quoted as saying, "We will provide support electronically anywhere from Bangalore.''

Aditi's Bangalore-based staff comprises of technical graduates who possess knowledge and important skill sets. Thirteen engineers have been dedicated to the RealNetworks account.

Aditi has been able to improve response times because of engineers working in shifts around- the-clock in a time zone half-a-day ahead of the US.

"The support teams can answer complex questions while we sleep and our customers have solutions when they show up for work the next day,'' Ramaswami said.

Hardwick agrees. "First and foremost what customers want and need is the correct answer to their technical questions. They don't care where the response comes from, but they do care that the response time is swift and that the support people help solve their problems,'' he said.

Hardwick said that Aditi has helped RealNetworks meet or exceed e-mail service levels, keeping the quality of written response high while reducing per e-mail cost.

Compiled from the Indian Media

Tell us what you think