Case Study: Large Satellite Provider achieves 24/7 scalable B2B voice & email support and 2.5× account growth with Aptara

Voice and Email Support for B2B Customers

India’s largest satellite service operator, which provides broadband networking to businesses and government across India, needed a partner to deliver nationwide 24/7 voice and email support for its B2B customers. The company sought help to manage email and voice support for all sites, route and resolve escalations appropriately, reduce transaction errors at the point of service, and increase the number of voice and email transactions handled per employee.

Aptara mapped existing operations, redesigned workflows and monitoring, and trained dedicated agents using customized learning modules, while instituting SLAs for service levels, call assignments, ETAs/ATAs, feedback and escalations. Since 2008 the program scaled from 14 resources supporting 400+ accounts to 20+ resources serving 1,000+ B2B accounts; today Aptara handles 5,600 calls and 33,000 back‑office transactions monthly without added headcount, achieves 100% call recording with 90‑day retention, and maintains ongoing quality through biweekly reviews, daily checks and complaint‑trend analysis.