This is how we add value to our client.

1. Customer Case Study
TODAY, A BEST-RUN BUSINESS NEEDS TO BE A CLEAR
ENTERPRISE
As an independent business unit within SAP, Business Objects transforms the way the world works by
connecting people, information and businesses. Together with one of the industry’s strongest and most
diverse partner networks, the company delivers business performance optimization to customers
worldwide across all major industries, including financial services, retail, consumer-packaged goods,
healthcare and public sector.
Business Objects Focus: best-support Support partner: effective quality
SAP Business Objects has more than 17,500 global SAP has been partnered with list of vendors for their
customers operating in more than 80 countries with a various operations to carry out, but their search in
customer list that includes most of the Fortune 500 much more robust outsourcing partner to attain their
companies. SAP believes relentless product defined quality with cost effective and to meet their
commoditization, globalization, reduced switching strategic goals has shown them a way to stretch
barriers, and the ubiquitous availability of information hands with Goldstone to provide multi-lingual, multi-
have shifted the balance of “Power to Customers” and product technical support to their global customers for
pushed “Customer Service Experience to the forefront” the entire BI suite through email, voice and web
as a critical business differentiator”. Therefore it channels.
turned to be a major concern is providing the best
support which includes Multi-Lingual; Multi-Cultural
Customer Service to the growing list of customer’s
worldwide for their broad portfolio of BI tools and
applications.
Why Goldstone?
Goldstone Technologies, an ISO 9001:2008 certified publicly-traded IT Services Company operating across the globe
with in-depth experience in providing a wide array of services. With over 600+ resources and strong competencies in an
array of technologies, proven methodologies and global delivery models, we have earned a standing of repute as a
dependable partner with the clients worldwide.
Being pioneered in Technical Product Support, the solution offered by Goldstone Technologies is highly attractive and
aligned with client’s business objectives.
Goldstone Technologies. All Rights Reserved

2. Support requirements
SAP has chosen Goldstone as their outsourcing partner Implementing language and cultural intelligence for
to set up a Dedicated Offshore Product Support Center appropriate routing
to provide multi-lingual, multi-product technical
support to their global customers for the entire BI Providing a sophisticated “author once” capability that
suite through email, voice and web channels with the enables to create Knowledge Base’s once and reuses it
following specifications. across all the communication channels.
Setting up of dedicated offshore Customer Gap Analysis Matrix for tracking the support
Support Center creating state-of-the-art team/agent performance
infrastructure ahead of demand with
Effective customer reports through email, voice and
uninterrupted power backup for 24/7 product
web.
support.
Disaster Recovery setup for “Business As Usual”.
Dedicated server farm equipped with leading
cross platform servers and databases. Effective Employee Retention Mechanisms in place
2 Mbps link along with redundant multiple 1Mbps Regular monitoring and analysis of Key Result Areas
lines for both voice and data for ensuring 99% (KRA) for the process as well as individuals for
uptime, for critical functions. continuous improvement
Deployed projected team strength of 20highly
skilled multi-linguistic resources in the first 4
months supporting North Americas, Europe and
Asia Pacific geography. Business Requirements - Delivered
Providing cross cultural communication training
and product training to our technical agents
Go‐Live Customer Support operations within 4 weeks
after signing the contract to meet the Client
Imposing various levels of security access control expectations
mechanisms ranging from user Id Security to
disabling of Floppy Drives, restricted access to CD
Burners, monitoring of incoming and outgoing e-
Achieved multiple product service offerings and 24/7
mails, restricted access to internet, data support from the 3rd month
encryption, firewalls, etc
Adopted Trainer model for effective and faster
Access to data is decided by the corresponding Knowledge Transfer
project manager and is strictly on need‐to‐access
Robust Knowledge Transfer Process in line with the
basis only.
product complexity and functionality
Product support initiated by providing support to 3
Effective Transition Plan without impacting the
Modules in US and Europe and then expanding
Customer Satisfaction Levels
globally, and later adding other product lines in a
phased manner.
Leveraging multi‐lingual, multi‐channel customer
interaction hub
Goldstone Technologies. All Rights Reserved