Support as a Service I Crayon Channel APAC

Elevate customer service and satisfaction

A well-oiled helpdesk isn’t just the first line of defence when things go wrong, it’s the cornerstone of exceptional service delivery and a rich source of operational insight.

The benefits are many, yet helpdesks require robust infrastructure, tools and processes to handle diverse client needs and scale.

Many partners wrestle with how to achieve the balance between investing in growth and controlling helpdesk overheads.

Crayon’s Support as a Service is an effective way to achieve both, without compromising on the support standards your customers expect.

What we do

Cost Efficiency

Reduce operational costs and control your head hour burn rate by leveraging shared resources and economies of scale.

Service Scalability

Ramp up and scale back as workloads require, without heavy investment in additional infrastructure.

Operational Flexibility

Adapt quickly to changing customer needs and demands. Ensure sustained agility and responsiveness in service delivery.

Insight

SLA driven reporting for increased accuracy and timeliness. Optimise service performance and customer outcomes.

A white-label helpdesk, delivering white-glove support standards

Did you know the Crayon Support Services team currently provides support for over 3,000 CSP seats worldwide?

Our partners have unique access to this expertise, via our white-label Support as a Service offering.

Engaging our certified helpdesk agents for first level technical responses is a cost-effective way for partners to scale existing services, or to introduce a new revenue stream without the operational overheads.

Crayon Support as a Service is more than an outsourcing agreement. It is a strategic partnership aimed at fortifying your service portfolio, delivering quality helpdesk operations and achieving client satisfaction levels that drive competitive differentiation.

By leveraging our region wide capabilities, partners gain access to scalable, expertly managed helpdesk solutions that flexibly adapt to client needs and fluctuating support demands.

The benefits are evident in the number of extra project and advisory hours we can bill each month, which increased by around 25%.

Daniel Wojcik, Founder, Codux

Benefits and Outcomes

Highly responsive agents

Build your reputation for customer service excellence

50% of calls answered in under 30 seconds

90% of calls answered in under 48 seconds

90% customer satisfaction rating with support services

Great customer experience

Add 24/7 remote support capability to your offerings

Multi-channel, multi-lingual support

Faster ticket resolution

Enhanced customer satisfaction

Focus on core objectives

Redeploy internal technical support resource to higher priorities

Clear, enforceable service level expectations

Detailed reports for customer insights

Leverage our scale and vendor partnership status for prioritised escalations

Scale and pay as you go

No upfront fees*

Scale up or down with demand

Offer highly skilled, certified support agents without attracting employee on-costs

( conditions apply, including minimum seat requirement.)*

Microsoft Support

Our white-label Support as a Service offering provides partners with a team of certified Microsoft 365 agents to respond to customer needs for technical support, 24×7, 12×5 or after hours.

We operate a mature service desk using an industry leading ITSM platform to assist your customers via telephone, email, and a dedicated support portal.

Support is provided for:

Microsoft 365, including MS Office and collaboration tools
Microsoft SharePoint Online
Microsoft Azure Active Directory.

Support Packages

24/7 Support

Premium support across email, telephone and support portal, 24x7x365

Designed for customers needing around-the-clock support, working across time zones or non-traditional business hours.

12/5 Support

Multi-channel support Monday to Friday, 8am to 8pm

Designed for customers that only need local country support through the regular working week

14/7 Support

After hours support from 6pm to 8am Monday to Sunday

Designed to extend your existing helpdesk services to provide customers with support outside of standard business hours

Support Extensions

Full stack Microsoft 365 engineering expertise

Engage our Support as a Service offering, and we can offer you skilled engineers across the Microsoft 365 stack. This can shortcut the time spent in vendor operated support queues.

Webinar

Juggling technical resources between high value work and keeping your helpdesk customers satisfied?

Learn how you can do it all, without compromising anything.

Learn More

Case Study

Support as a Service delivers business growth objectives for Codux

Billable hours increased by 25% with Crayon Support-as-a-Service

Read the Case Study

FAQs

What Support-as-a-Service packages are available for Microsoft 365?

Designed for partners with customers needing around-the-clock support, working across time zones or with staff working non-traditional business hours.

Premium Email, telephone and support portal 24×7 365 days a year
Mature service desk (ITIL) capability
Support Agents, qualified O365 / M365 specialists providing highest quality fault finding and diagnostics for all Office 365
Remote Support Capacity
Multilingual Support – English, Thai, Indonesian, Malay, Sinhala and Korean

12×5 Weekdays

Designed for partners with customers who only need support for domestic teams on through the regular working week.

Extended work-day hours coverage 8am to 8pm
Cost effective email, telephone and support portal for normal
business hours
Mature service desk (ITIL) capability

14 x 7 After Hours

Designed to extend existing support service offerings of partners to provide end-customer users with support outside of standard business hours.

6pm to 8am Mon – Sunday.
After Hours Email, telephone and support portal
Mature service desk (ITIL) capability
Support Agents, qualified O365 / M365 specialists providing highest quality fault finding and diagnostics for all Office 365
Remote Support Capacity

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