The range of DSP's and high performance analog devices offered by the customer has millions of users across the globe. The customer was providing three levels of support for America, but the L3 support was missing for Europe and Asia. As a result all L3 support calls were diverted to the US causing inefficiency and poor customer service. The challenge was to improve the performance metrics of the customer interaction process and response time.

The engagement involved support to the following customer products -DSP, RTOS for DSP's, Microcontroller, Analog It also involved creation of FAQ's and appication reports supporting the customers semiconductor products.

Initially Wipro formed a core team of four engineers, and based them at the customers facilities for a period of three months. After a detailed process study, the team also put together an extensive plan for the requisite technical resources. A pilot for email support was kicked off and within six months of transition Level 3 support was completely up an running from Wipro Bangalore's center. Following this Wipro was also given responsibility for Level 2 support for DSP & Analog phone support.