Customer Success


We effectively leverage digital to deliver modern customer support experiences for our clients. Powered by intelligent routing tools, omni channel support, AI and analytics, we drive an enhanced experience for users with optimized costs.

At Shared, we provide Managed Services for IT Support and hold ourselves accountable through key performance metrics. By leveraging detailed documentation and a quality approach, we ensure consistency in delivery for our clients.

Below are the key services we support for Customer Success:

Customer Success

Customer Success

  • Customer Onboarding

  • Customer Offboarding

  • Customer Management

  • Customer Support & Experience

Once our team is onboarded, they can access your network id and systems, and would be available to support you as any other team member within your network. Alternately, every team member does get a shared email id with MS Teams access and can communicate with clients as preferred.
The cost of the resource varies based on the service requested and team size. Based on the size and service required, the cost varies from 3-4K per month.
Our team aligns with our clients’ hours of operations (HOOP) requirements. We work collaboratively with our clients, to make sure our team is addressing their needs promptly and are available to support the hours of services requested by our clients.
Once an agreement has been reached, we complete client onboarding requirements such as additional background check etc as needed. We also request credentials for our team members, so that our team can access your network and internal sites. We typically use VPN or VDI technology to login to our clients environment and get system access. We follow the required security protocols set by our client’s security teams and make sure we use a secure way to access our client network and systems.
Shared offers a flexible engagement model and provides services spanning staff augmentation to managed services, based on our clients’ requirements. As of today, we primarily follow an offshore centric delivery model with possible future additional delivery centers including onshore.
Team management primarily depends on our client’s preference. Our clients can choose to manage the team members themselves for their day to day activities in a staff augmentation model or alternatively request Shared to manage the team for them (Managed Services). In either case, we typically do provide oversight to our team members, as part of our engagement model, even if client is managing the resources, to ensure our team is meeting our client objectives and overall delivery is going smoothly.