Project Overview for Agile Project

Project Overview

Problem / Opportunity

• Outsourcing inbound technical support administration to customer's office in India

Vision

• To successfully migrate all technical support helpdesk functions to Indian office by November

Objectives

• Link the offshore facility to the corporate computer network using WAN technology, firewall, and secure VPN for remote access
• Install a multiplex management system that will be designed and configured by the offshore facility to provide tailored technical support services through e-mail, chat, voice, and the Web to customers worldwide
• Compile all product-related queries and problems in usage posed by customers to the offshore facility into database which can be fed back into the development process to make product and service improvements
• Train offshore agents on all in-house products and services

Scope

• The offshore facility will provide customized technology to support services through e-mail, chat, voice, and the Web. This software will include real-time and historical reporting functionality to control and monitor quality.
• Offshore agents will receive training via e-learning videos, web-based training software, and online manuals to provide high-quality technical support to global customers.

Timing

• Phase 1: Analyze the current system (Jan)
• Phase 2: Create a shared vision for the new system (Feb-Mar)
• Phase 3: Blueprint for future tech support operations (Apr-May)
• Phase 4: Train offshore agents (June)
• Phase 5: Implementation and rollout (July-Oct)

Technologies

• VoIP setup for client support with secure VPN access
• Backend database (customer queries, reports, etc)
• UNIX-driven infrastructure
• Code to build software for backend and agent/customer forms

Customer contact

• Gabriel Montoya (gmontoya@brocaderotech.com | 212-555-8354)