Logic Software Reaps High ROI With WebEx Apps

Logic software, a software development company based in Mohali was established in 1993 and has offices in Ludhiana, Ahmedabad, New Delhi and Mumbai and caters to clients across the globe. The company provides software solutions in sectors including, retail, pharmaceutical, FMCG, electronics and telecommunications. The company has seen an exponential growth in the past 15 years and has a customer base of 3,000 today.

The Challenge

With geographically dispersed clients seeking IT support round the clock, Logic Software’s prime challenge was to deliver a high degree of customer satisfaction by increasing the quality of support to its customers.

“No matter which service provider you are, only a prompt service with a 24/7 IT support is what gives your customer contentment and confidence in you,” shares Swarndeep Singh, Managing Director-Operations, Logic Software. With a small team of just 20 technical support representatives at Logic Software, creating a robust 24/7 IT support unit was a big concern. During technical snags, its IT team would initially have to interpret the problem with a time consuming exchange of mails, and in most cases eventual travel to the client location.

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“Earlier, it would take a minimum of 24 to 48 hours to close a support call. This inefficiency was not only disrupting the client’s business for those days but also lowering their satisfaction levels. Also, traveling to Guwahati or Cochin would translate into the company bearing the cost and time involved in making those visits,” says Swarndeep.

Reducing the sales cycle was yet another challenge for Logic Software. A small team of sales professionals spread over a wide geography would mean not having enough time to meet prospective clients. “Delay in getting an appointment by a day or two would often result in us losing out on that deal altogether,” informs Swarndeep.

It was then, that Logic Software realised the need to centralise its resources and was inspired to explore web collaboration, which would allow it to focus on the tasks, instead of the tools, as well as help reduce support costs and increase sales. Though software solutions of other vendors were evaluated and there were services available in the market either for free or with one time charge, it involved potential issues of security and reliability. WebEx, thus became the partner of choice for Logic Software as the company saw great potential in its solutions.

The Solution

“WebEx tools have given us results from the first day. The WebEx Support Center and WebEx Meeting Center are the most cost effective solutions we have come across and they seem to be specifically designed for our needs. We wanted a robust IT support and an efficient platform for anytime, anywhere communication, which WebEx has provided us,” says Swarndeep.

The WebEx Support Center resolved software issues by providing 24/7 IT support for the 3,000 clients at any location. The WebEx Meeting Center provided infinite possibilities, through holding online meetings and in-house trainings. Logic Software now has most of the client presentations online and the monthly usage of WebEx platform is estimated ar five lakh minutes.

Explains Swarndeep, “The business value and productivity benefits of WebEx’s Support Center can be estimated from the fact that we have held 9,000 support sessions last month as compared to a mere 60 support sessions before the implementation of this tool.”

The WebEx Meeting Center has also helped Logic Software quantify leads as it allows more round table discussions and interaction at an earlier stage of the sales cycle. “Now we get as much business from Cochin or Bangalore as we get from Mohali and Gurgaon and that too when we have cut down our traveling cost by 30%,” elaborates Swarndeep. Imparting in-house training too has become faster as they can be attended by large group of employees, irrespective of where they are based. Instead of one-on-one training session, the solution allows us to train 30 together, even while they are at their respective offices," says Swarndeep.

Benefits

“The foremost benefit of using WebEx has been our mode of providing support from 100 % onsite to almost 100% online, thereby reducing our travel time and cost substantially. It is only because of WebEx that even during the economic slowdown, we recorded a growth of 40%,” informs Swarndeep.

The sales cycle too has reduced, as Logic Software gives more demos online to its prospective clients, thereby generating new businesses without increasing its overheads. Initially, while the firm would be able to make only one presentation to its prospective client in three days, WebEx now enables it to hold three online presentations in one day, thereby tapping more prospects.

“The Meeting Center tool has helped us save Rs. 3 lakh every month, which would otherwise be spent in employing 30 sales professionals to tap prospective customers in the market. We perceive WebEx as one of the three technological revolutions of the era along with wireless and broadband. WebEx has contributed enormously to our growth and we estimate the overall ROI to have increased by 250%,” summarises Swarndeep.

The Future

Logic Software feels that there was no way that it could support so many customers without the WebEx tools. With its proven success in customer support and the satisfaction metrics increasing sequentially, the company is evaluating additional uses of WebEx by exploring online events to boost its sales effectiveness.