Organisations tend to keep IT support in-house to keep costs down. This, however, often works to the detriment of budgets and operational efficiencies. Internal IT personnel may have limited time or expertise in maintaining numerous technologies and equipment types;in addition, running an IT team involves extra effort.
Managed Services is the strategic approach to improve operations and reduce expenses by outsourcing day-to-day functions and management activities.
As a Managed Services Provider (MSP), Techno Brain takes on responsibility for providing a set of services to clients — either pro actively or as the client determines. We provide administration, support, and maintenance for all enterprise infrastructure — from the data centre to end-user PC platforms, and all the functional points in between. Typical managed services activities include SLA-based response and resolution, data centre support, system administration and ADSL connectivity maintenance, end-user support, network operations support, remedial maintenance, and testing and release management.
Techno Brain’s pool of ICT engineers, brings you skill and experience in a wide range of IT areas. Our team is certified in numerous programs and technologies. Our managed services portfolio comprises of the flowing.
Techno Brain provides predictable, efficient, cost-measurable IT services. We understand that outsourcing IT systems maintenance is a significant investment in terms of budget and trust.
Automatic Fingerprint Identification System (AFIS) Based Criminal Tracking System for the Malawi PoliceBusiness Process Re-engineering for Wananchi Group Holdings
The client was facing a major challenge in terms of providing efficient customer service. Lack of process knowledge and lack of defined SLAs and KPIs at Wananchi, led to a First Call Resolution rate of lesser than 50% and a high percentage of abandonment calls. Techno Brain performed a business process reengineering of Wananchi’s existing customer service management system, focusing on first call resolution and analysis of the root cause of the actual problem. With Techno Brain, Wananchi increased their First Call Resolution rate from 45% to 75%, reduced call abandonment rate, enhanced post-sales support, reduced repeated calls and entry of multiple cases, increased the ability to manage additional inflow of call volumes and improved customer satisfaction.
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Border Control System for Department of Immigration (DOI), Government of MalawiComputer Aided Telephonic Interview System for Millward Brown
Techno Brain deployed a Computer-aided Telephonic Interview (CATI) System, integrated with call centre technology, enabling Millward Brown to reach out to people across geographies from a single location.The client was facing many operational issues due to low network connectivity, resulting in limited access to children, unreliable phone lines which were down for weeks, and lack of follow-up as they did not have a proper case management system to track open or pending cases. Techno Brain’s solution brought about many benefits, such as - accurate data capture with automated call recording, instant reporting with relevant category break down, quality checks and robust reporting mechanism and data security ensured.
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