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Email Support
With the strength of just 4 member, we started giving Email Support to Skyscape customers -
24X7 Support (Outsourced to Skylwan)
Plan was to provide support round the clock, therefore included 24/7 Chat Support along with Email and was outsourced to Skylawn India Pvt ltd.
Team strength: 8 -
Support back "In House"
With successful working of Chat & Email support, the entire process was brought back in house to include minimal operatation tasks like (Data capturing, eCommerce in the initial period) -
Period: to
Additional Responsiblity...!!!
team gradually started working on the following things
• Development of Non-Sponsored MedAlert
• Channel Updates After gaining the confidence of the client, the team started working on following • Development of Pharma (sponsored) MedAlerts
• Handling e-Commerce reports
• Handling Product release web page creation
• Voucher Management -
Birth of Customer Support & Operation team
Along with customer support, Ecom Report, Pharma tasks; team started working on the following tasks as well:
• Handling overall Product release and Voucher Management
• All revenue and download stats report
• RP Updates
• Customer feedback capture and response
• In-house QA of non sponsored MedAlerts
• PI Email Testing
• TechOps (Integration and Test send)
• Web Builds
Data Capture (NPI Augmentation & Manual Append)
• Articles (Creation and release on website) -
End of Customer Support :(
Customer Support was officially discontinued and we had to let go our 7 team mates. But like someone rightly said "Show must go on...".. We now 11 members from actual number 18 are completely involved in Operations task. Along with existing task, we have also started working on
• Launch of Sponsored MedAlert to the end user
• Launch of Promotional emails to end user
• Sales Operations
• List Management
• Gecko Board for Omnio
• Sponsored Alert QA
• Product page testing
• More to come
