OpSource - The Software as a Service (SaaS) Experts

A key component to the success of any software vendor is customer satisfaction, and nowhere is this more important than in the Software as a Service (SaaS) market. In the traditional model of software delivery, technical support is generally limited to business hours. With SaaS, however, it is critical that you ensure that both the application and the infrastructure supporting it-the network, the load balancers, the firewalls, etc.-are available 24x7x365.

If your call center organization is the front line to your end users, and the SaaS model mandates increased responsiveness and customer satisfaction on your part, an argument can be made that the call center is likely the most critical component of maintaining a successful SaaS offering. At OpSource, we are solely dedicated to SaaS enablement and your success. We feel we succeed only when you succeed, and that is why our OpSource On-Demand solution includes not one, but two, types of call centers, both staffed 24x7x365 with highly-trained technicians.

OpSource On-Demand's Customer Care Center (C3) is designed with you in mind, while the Client Customer Care Center (C4) is designed to deliver top quality service and responsiveness to your end user community, under your brand. OpSource staffs both call centers with highly-trained technicians 24x7x365 and backs them with SAS 70 Type II-certified processes and procedures.

The C3 can be considered your operational and monitoring extension. After years of experience hosting applications for hundreds of customers large and small, the C3 has developed the tools, processes and procedures necessary for delivering top quality, responsive service.

Dedicated, customer-branded toll free number

The dedicated and branded toll free number allows your customers to call the C4 as though they were calling you directly. Our C4 engineers answer under your brand and are well-trained and capable of troubleshooting most application-specific Level 1 issues.

Staffed 24x7x365

Building and staffing a call center for around-the-clock operations is expensive and difficult to manage. With OpSource On-Demand's C3 and C4, we assume this burden, allowing you to focus on developing and delivering high quality, feature-rich applications.

Dedicated voice mailbox

You receive a dedicated voice mailbox branded under your name. When end users call in, they will be able to leave messages under your brand. Dedicated greeting for pre-defined events From time to time, perhaps in support of a new marketing campaign, a modified greeting may be needed. Our C4 engineers and infrastructure are full capable of performing this change as frequently as required.

Call recording for quality control

Every call that comes in from an end user is recorded and available for review and quality control. This ensures your satisfaction that customers are receiving the quality responses and service needed.

Response time

Customer satisfaction is as important to us as it is to you. That is why our response times are documented and guaranteed. Customer surveys Our technicians can conduct periodic end-user surveys. The surveys are developed by you and delivered by our staff under your brand. The data is then collected, collated, and published back to you.