IBM (NYSE: IBM) today announced that it has signed an agreement with iYogi, a leading provider of comprehensive remote technical support, to enable and support the India-based company”s accelerated growth plans for expanding service delivery capabilities across multiple geographies.
As part of the five-year Managed Business Process Services agreement IBM will provide remote, voice and chat-based technical support services for PC and printers to iYogi’s growing customer base in the United States, United Kingdom, Canada and Australia. The tech experts providing these services will be deployed on iYogi’s unique global delivery platform, Digital Service Cloud. iYogi is building multiple service delivery capabilities in cities across India to meet its unprecedented growth for its remote tech support services.
IBM Daksh Business Process Services, a wholly owned subsidiary of IBM Corporation, will provide remote technical support services to iYogi’s customers from its Technical Services global delivery centers in the Indian cities of Gurgaon, Kolkata and Chandigarh. The agreement also marks the expansion of IBM Daksh”s Technical Services delivery capabilities, for the first time from Kolkata and Chandigarh. Significantly, this partnership also sets-up a new delivery model where an Indian company has outsourced to provide services to its US customers from India.
“We are committed to setting the highest standards for resolving our customers’ technology issues while still scaling very rapidly to meet global customer demand. Our keen focus coupled with IBM”s extensive knowledge and robust processes would definitely help us to further enhance the experience of our expanding customer base.” said Uday Challu, CEO and Co-founder of iYogi. “This partnership will help us to support our ambitious growth endeavors with highly skilled and capable staff and facilities as we build new service lines and offerings for our customers.”
Pavan Vaish, CEO, IBM Daksh, said, “IBM offers an unmatched breadth and depth of domain expertise in PC and related peripherals support services. This win is another example of IBM”s demonstrated success in effectively partnering with clients like iYogi through hyper growth scenarios and in helping build new service lines and offerings to drive business results.”
Since inception three years ago, iYogi has experienced 300 percent annual growth in revenues and subscribers. iYogi chose IBM as its strategic partner to facilitate its continued growth after an elaborate competitive evaluation. IBM was chosen for its proven ability to deliver technical services solutions to clients in the US, UK and other key geographies, from world class delivery centers. IBM also had a strong track record of rapid and efficient ramp up ensuring clients like iYogi are positioned for growth while at the same time focused on enhancing customer satisfaction.
With an expanding growing global presence, iYogi provides personalized computer support for consumers and small businesses in the United States, United Kingdom, Canada and Australia. It is recognized as a leader in direct-to-consumer online subscription service delivery, with revenue, profitability and employee growth to address a global need in technical support. For rapidly expanding its base of tech experts and delivering on the highest resolution rates and customer satisfaction benchmarks in the industry, iYogi offers the unique Digital Service Cloud global delivery platform. This platform, Digital Service Cloud , brings a scalable architecture for seamless integration across five service delivery locations and customer touch-points.
The deal was signed in Q1 2010.
iYogi is a global on-demand services company that provides personalized computer support for consumers and small businesses in United States, United Kingdom, Canada and Australia. iYogi’s unique model, including proprietary technology Digital Service Cloud and highly qualified technicians, is designed to eliminate computer-related stress and keep millions of digitally dependent consumers and small businesses always protected and productive. Only iYogi — with its proven global expertise delivery model, intelligent customer insight systems, easy-to-use self-help tools and automated PC optimization and computer support services – offers users a simple yet comprehensive path to digital serenity. iYogi has perfected the remote technical support model to overcome the current limitations of in-store, on-site, or call center services to become the fastest growing provider of support in the industry. Major resellers and technology companies are increasingly turning to iYogi to improve customer satisfaction, reduce return rates, and deliver a compelling new-value added offering to customers. For more information on iYogi and a detailed list of technologies supported, visit: http://www.iyogi.net
For more information on IBM, please visit www.ibm.com/services