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www.supportmart.com

INTRODUCTION

ABOUT

SupportMart is a global services provider, offering multi support services to various partners and end consumers, we design, transform, and run intelligent business operations including those that are complex and specific to a set of chosen industries. For Over 5 years, customers of our clients have trusted SupportMart to deliver solutions services that have helped them do and achieve more.

With multi-domain facet Supportmart elevates the benefits which end consumers and organizations derive from their digital involvements. With laser sharp focus to deliver “WOW” customer experience we focus on maintaining and expanding customer base and customer experience.

Our Foremost Growth Platforms –

SupportMart (BPO Services, HQ - NY,USA)

CRM Solutions (Software Services, HQ - GGN, India)

Universal Console (Managed IT Services, HQ - NY, USA)

Global Footprint

Our Offices90 Park Avenue, 17th Floor, New York City,New York, 10016United States of America.

4900 California Avenue , Tower B , 2nd Floor Bakersfield, CA 93309United States of America.

Level 7, Phillip St., Parramatta, NSW, 2145Australia

30, Udyog Vihar, Phase – I, GurgaonHaryana, 122016India

What We OfferPrivately held, financially sustainable company

Strong global leadership

Vast international experience catering to multiple countries

Multiple site for seamless operations.

Effective systems and processes

Scale-able, Robust and World-Class infrastructure

Employee commitment and high integrity workplace

PCI Compliant and ISO Certified

Business process outsourcing solutions

Industries We Cater

Technology Hospitality Travel

Healthcare Finance

Structured Engagement Approach

Planning• Contract Finalization• Kick off Meeting• Define Client Requirements• Define Communication and

Transition Plan• Define Software / Hardware

requirements• Define Project Scheduling.

Transition• Process Evaluation As is• Readiness Checklist• Gap Analysis• Prepare and signoff Detailed Transfer

Plan• Deploy Hardware / Software• Knowledge Transfer / Operations

Documents• Hiring / Training• Define Baseline SLA’s• Soft Launch – Track Progress• Post Transfer Support

Go Live• Operational Reporting• Track Baseline Metrics• Steering Committee• On Going Training

Performance Management

Plan•Goal Setting•Expectation Commitment

Monitor•Live Monitoring•QA Audit by Supervisor

•QA Audits by QA Team

Develop•One-On-One Coaching

•Performance Discussion Sessions

•Side by Side Coaching

Performance Summary•Analyse Performance for TNA

•Analyse Data for Business Intelligence

Performance Recognition•Rewards & Recognition

•Content & Leadership Training

Quality Assurance

All Calls / Chats

Digitally Recorded

Interactions Audited by QA team

Min 3 Audit / Agent

Six Sigma Approach to

Process Improveme

nt

Benefits of Monitoring System

Clients gain third-party unbiased expert perspective.Understand customer behaviour and market insight.

Enhance customer interaction experience.Customer feedback makes you future ready.

Technology Support Network

24 / 7 Support

Desktop Support

Network Admin

Telecom Admin

Data Analytics

CTI Admin

Database Admin

Application Development &

Reporting

Why Choose US

We DeliverTo Your Customers

• Personal Engagement• Responsive Behaviour• Relevant Information• Timely information• Recognition

You Get Value

• Great people• Robust infrastructure• Competitive price• Trusted advisor

partnership model• Deep industry

experience• Project management

model

You Get Accountability

• Live Monitoring• Superior Reporting• QA calibrated with

client inputs• Service level contract• Industry recognised

dedicated QA process• Dedicated Trainers

You Get Dependability

• Disaster avoidance model

• Full daily backups and off site client data storage

• Password Security and 24 hour live video

• Call recordings

Awards & Affiliations

Thank You