Technical Support

Stream provides inbound and outbound sales and technical support services for a Fortune 1000 business and financial software company. Our partnership with the client has expanded to complex, value-added services that include a highly successful revenue generation program – transforming a service-oriented cost center into revenue generating profit center. Stream’s program has proven so successful that the business has expanded from 40 to over 800 professionals – becoming the client’s vendor-of-choice for sales-enabled service and support.

Stream has provided technical support and account services for a leading enterprise cloud-computing company since 2004. Our relationship encompasses global, business-to-business support for our client’s customers, ranging from licensed users to enterprise administrators. Our client needed a partner who could expand basic support services to enhance its brand and build customer loyalty.

For the client’s North American customers, Stream provides technical support with a focus on inbound revenue generation from service centers in North America and Asia Pacific. Stream's inbound sales programs are designed to maximize the revenue potential of each customer interaction, helping drive sales for some of the client’s top product lines. Stream delivers superior performance and quantifiable results by consistently generating more revenue for the client than two other competing outsourcers.

Stream provides chat and email technical support and monitoring services for a leading global Internet service provider (ISP). In 2008, our client acquired a popular social networking site that extended Stream’s support activities to include regulating subscriber content for this new site. As a result of Stream’s dedication to online user security and protection, our client’s social networking site ranked excellent on security, which includes restricting individual users, setting privacy options and reporting spam.

Stream’s client is the leading internet service provider (ISP) and principal provider of fixed-line telecommunications services in Ireland. Our client needed a support partner with extensive technical and customer care expertise who could create a solution to provide high-quality customer support while reducing costs using the client’s existing infrastructure. Stream consistently performed above target for customer satisfaction and decreased cost of support per user by 17% within the first year.

Stream has partnered with the world’s leading desktop software developer to provide end-user support for more than 10 years. The client needed to consolidate queues and vendors to help with cost reduction. Stream utilized its SmartShore methodology to determine the best combination of language support and queue placement to meet the client's service level goals as well as its cost reduction mandates. Stream reduced the number of queues by 90 percent by combing lines of business and languages based on the client’s guidance and product similarities resulting in a 20 percent reduction in support costs.