iYogi and Spectranet, on Tuesday have entered into a strategic partnership under which iYogi will deliver a comprehensive solution for customer network management and technical support for Spectranet home and business customers in India.

Spectranet has introduced Tech Assist, a premium technical support service for its Broadband customers powered by FOX (Fiber Optic Xperience). The service is based on iYogi’s award winning SaaS platform – Digital Service Cloud which supports over 500 technology products. Tech Assist will be bundled with Spectranet Broadband powered by FOX products for existing and new customers at no additional cost.

With Spectranet Tech Assist which is managed by iYogi, Spectranet’s broadband home customers will now get instant, 24x7 support for all connected devices including computers, peripherals, smartphones and other digital devices through a unified platform and customer contact center.

According to Spectranet, 48% of technical support calls are usually ‘out of scope’ since they are related to the home network and the device in use by the consumers. Spectranet Tech Assist will improve customer satisfaction and create new revenue opportunities by providing trouble-shooting support for such calls. The company estimates that the partnership will drive 12% increase in revenue, and 15% reduction in support costs in next 12 to 24 months.

“Multiple users and an ever-increasing number of smart devices in homes and offices have increased the complexity of delivering a great internet service experience for the consumers. Given the technical infancy of the consumer, it is imperative for service providers to focus on the potential needs and deliver amazing technical support along with amazing internet speeds”, said Udit Mehrotra, CEO and Managing Director, Spectranet.

“Traditionally service providers and customers had divided responsibility between the service provider network versus customer home network and devices which resulted in a frustrating service experience for the customers. Using the Digital Service Cloud, the Tech Assist service agents will be able to view and resolve any tech issue 24X7 remotely, and have unified responsibility, resulting in a substantially enhanced service experience for the customer”, Udit Mehrotra added.

“The Indian device market is booming, and the experience is becoming more complex for the consumer. Telecom companies are at the center of the action, and become the first port of call for users grappling with technology. This partnership will bring a globally proven and highly successful tech support service to India for the first time, and will redefine the tech support experience for Spectranet’s customers”, said Uday Challu, CEO, iYogi. 

“Our proprietary support automation platform, the Digital Service Cloud is based on the intelligence gathered over seven years of providing tech support to 2.5 million customers across the globe. The platform and our telecom practice are driving our growth into new markets globally”, Udit Challu added.