Case Study
Product Support for a Media
Advertising infrastructure solution
provider
ì THE
CUSTOMER
A niche provider of advertising infrastructure software, primarily Traffic, Sales and
Billing systems for television and radio broadcasters, cable and digital display networks
across US and Asia. Their product enables their clients to manage the advertising sales
process and provides centralized traffic management.
Aspire was chosen to
provide L1, L2 and L3
product support for the
ì THEIR
customer’s APAC clients from
India.
NEED
Product support services for their radio broadcasting clients in the APAC region,
beginning with those based in India. In addition, they also wanted to augment their
product support team in the US.
ì OUR
DEED
Aspire provides email and telephonic product support services to end-users to resolve
product related issues quickly. Starting with one major client (of our customer) in
India, Aspire has hence supported several new clients acquired in the APAC region,
covering more than 50 broadcasting stations totally.
TRAFFIC, SALES AND BILLING SOFTWARE FOR THE
BROADCAST INDUSTRY
The customer’s advertising infrastructure software is a Windows-based solution that
provides a complete workflow to manage the advertising sales process, from
acceptance of an advertising order to the receipt of an invoice, in the broadcasting
industry.
The product provides centralized management of traffic and reporting from one
location for multi-station groups and also helps its users arrive at the most appropriate
pricing decisions for advertisements by tracking market history and market conditions.
Following their success in the US, the customer started expansion in the APAC region
and wanted to provide equal support to their Asian clients similar to that enjoyed by
their US clients.
Product Support
Aspire was chosen to provide L1, L2 and L3 product support for the customer's APAC
clients from India. The first client supported had radio broadcasting stations in 4
major Indian cities to start with. Within 10 months, they had more than 40 stations in
India. Aspire’s product support team remained the same throughout the ramp-up.
Product Support for a Media Advertising infrastructure solution provider
01
Product Support for a Media Advertising
infrastructure solution provider
During the first month of operation, a trainer from the customer’s in-house product
support team flew to India to train Aspire’s team on the product and support process.
The training was documented and used to train new inductees, as and when needed.
The team was also given soft skills training, in terms of listening, presentation and
teaching skills.
Lifecycle followed
Aspire Product Support LifeCycle
Inputs
Process
Client e-mails a request to
product support queue
Contact Details available
Outputs
Yes
Acknowledge the
client with an e-mail
No
Update client details
in CRM
No
Client calls
support number
Contact Details available
Yes
Research
Information pertaining
to service request
Understand
Gather Information pertaining
to service request
Observations
Reproduce
Analyze
Root Cause
Observations on
service request
Problem
Provide the client
with solution
Resolution
Need Escalation
No
Provide the client
with solution
Yes
Send a mail to Directo/Manger
of product support, updating
the issue details in CRM
Update the client about the
service request escalation
The Solution provided to the client is made available to all Support Engineers
Product Support for a Media Advertising infrastructure solution provider
02
Product Support for a Media Advertising
infrastructure solution provider
Product issues, received through email or telephone, are resolved by Aspire's support
engineers and the case history is updated in the issue tracking tool. The resolved
issues logged in the tool undergo a peer review and a “defect ID” is documented for
each issue in the call log report.
Workflow followed for logging bugs:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Log a detailed description of the problem experienced by the end-user
Attach sources and other requirements related to the problem
Attach screen shots (if useful)
Attach error messages for major issues
Add work around (if any)
Simulation of Production Environment
Aspire's product support team has a server configured with the production
environment. This involves installation and configuration of the operating systems,
configuration management tool, project management tool, CRM tracking tool,
database, VPN, email and security systems running on the production server. The
team also simulates the daily activities carried in production.
Support challenges
Ÿ Access to the end-client's servers through remote access in order to resolve
support issues
Ÿ End users had to be guided on the functionality of any new features added, if
needed. This meant that the support team had to update themselves on all new
product features released, even before it was installed for end-users.
Ÿ Simulation of production environment and keeping it up-to-date.
Key Benefits to the customer
Ÿ Enhancement of the customer's client base in the APAC market due to the stability
provided by the support team.
Ÿ SLA based support contracts for the customer's clients
Ÿ Ability to respond to users' requests faster through leveraging of 24/7 cycles due to
time differences between the customer's in-house team based in the US and
Aspire's India based team.
Product Support for a Media Advertising infrastructure solution provider
03
Product Support for a Media Advertising
infrastructure solution provider
ABOUT ASPIRE SYSTEMS
Aspire Systems is an Outsourced Product Development firm committed to helping our
customers build software products better and faster. We work with some of the
world’s most innovative Independent Software Vendors and software-enabled
businesses, ranging from start-ups to established industry leaders, transforming the
way software is built.
Aspire provides complete product lifecycle services, ranging from new product
development and product advancement to product migration, re-engineering,
sustenance and support. Our product development teams are spread between our
Global Innovation Center in Chennai, India and offices in the United States.
For more information contact:
Website : www.aspiresys.com
E-mail : info@aspiresys.com
Tel
: +1-408-260-2076
USA
: +44 203 170 6115
UK
: +91-44-6740 4000
India
Product Support for a Media Advertising infrastructure solution provider
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