• About Us
• Services
• Experience
• Customers
• Partners

• The Maruthi Delivery Model
• The Maruthi Way
• Core Expertise
• Project Delivery Methodology
• Flexible Engagement Models
• Global Infrastructure
• Locations

• Enterprise Software Development
• Application Maintenance
• Consulting Services
• Quality Assurance
• Call Centers
• Technologies

Call Centers - Global customer support services.

Maruthi call centers use a robust custom developed, web based tool running on NT, which ensures access to current data from all locations. The call centers have the following features:

• Toll free number for support calls
• VoIP Infrastructure on 256 K Link with Stand By 128 K Satellite connectivity
• Web Based Case Management System
• Case Opening and Escalation Process
• Multi Queue Management
• Case Closed Process
• Knowledge Base Management
• Level 1, Level 2, Level 3 Support from India
• Multimedia Based Infrastructure supporting Voice, Email and Chat
• Sustaining Engineering

Case Handling and call logging options:

• Telephone
• E-Mail
• Real Time Chat
• Web based Case Logging Mechanism

Technical Support and Helpdesk

Maruthi has a 5-step Support process for effective call handling and to ensure that 80% of all cases are closed between Customer Service Representatives, Level 1 and Level 2 support stages.

Application Expert Services

The Customer Service Representatives at Maruthi are engineers with technical expertise and are able to handle 50% of the cases at their level and double up as Level 1 support engineers. Maruthi has been able to close 80% of all cases between Level 1 and Level 2 support engineers and only 20% of cases need to be addressed at Level 3 support. Extensive training at Level 1 and Level 2 support has helped us reduce the response time substantially and improve on the Service Level commitments.