Case Study 1
Industry	Software
Customer Priorities	Effective support of users of packaged software installer
Infolink Solution	Established issue resolution platform, SLA and knowledge base. Established service desk for basic support and gold support subscribers
Technical-Benefits	Serviced multiple channels: phone, web forums, e-mail. Decreased response times on all and improved customer satisfaction.
Financial-Benefits	Efficient use of internal resources, customer satisfaction and retention, increased predictability and decreased response times and time needed to complete support tasks
Case Study 2
Industry	Internet Solutions
Customer Priorities	Produce and support cost competitive Internet solutions for company’s international network of consulting franchises
Infolink Solution	Established international production and support center, reachable by franchises worldwide, to provide support on packaged Internet products, custom Internet applications and hosting issues. Established issue resolution platform, SLA, knowledge base, customer portal, product documentation, product tutorials and webinars.
Technical-Benefits	Service multiple channels: phone, e-mail, chat. Access to proven building block technology, fast delivery, reliable customer service and support on packaged Internet products, custom Internet applications and hosting
Financial-Benefits	Cost competitive solutions to end global customers in a very competitive time sensitive industry. Fast delivery of custom functionality, provide recurring support services that can be resold by consultants to improve their revenue stream
Case Study 3
Industry	Health Care (IT Department)
Customer Priorities	Establish a single point of contact for MQ/WebSphere infrastructure problems and requirements, and improve systems stability.
Infolink Solution	Provided Nearshore Level 1 Service Desk for infrastructure monitoring and incident management
Technical-Benefits	Stabilize infrastructure. Take burden off internal IT staff. Improve monitoring and preventive maintenance.
Financial-Benefits	Significantly reduce cost of access to advanced skills set at lower costs. Reduced response times and number of outages and false alerts.
Case Study 4
Industry	Health Care (IT Department)
Customer Priorities	Improve response time for incidents by accessing up to date and accurate information on applications.
Infolink Solution	Provided standard documentation of applications and software infrastructure utilized.
Technical-Benefits	Knowledge is documented and available to all employees. Improves application maintainability and reliability.
Financial-Benefits	Easy access to Information, improved response times.