SupportSoft exploring Indian enterprise mkt

US-based SupportSoft, which provides real-time service management and support automation software, is looking at the Indian enterprises market to drive business as the economy continues to grow.

The company is targeting companies in the IT sector, telecommunications, banking, financial services and insurance, hospitality and internet service providers. It has already signed up Bharti Televentures for its broadband internet services. SupportSoft assists accelerated broadband installations.

"We see opportunities for growth in India. We are in talks with various companies, including some of the leading telecom operators. We expect to close a few deals shortly," SupportSoft Senior Director (Product Marketing) Rajeev Shrivastava, told Business Standard.

According to him, the company is banking on broadband internet penetration, which is expected to rise phenomenally in India in the coming years. "At present, the broadband internet connectivity is gaining in popularity. However, it has still not reached the expected levels. We see tremendous growth for us in this area," he added.

India accounts for a very small share of the company's revenues. The Asia Pacific region generates 10 per cent of the company's revenues ($45 million in 2006). "The Indian market looks insignificant at the moment. But in the years to come, we expect India to contribute in a big way," Shrivastava said.

He contended that the end-to-end support automation software from SupportSoft can eliminate technical issues often before an end-user even knows they exist.

"If a problem occurs, end-users have the opportunity to quickly solve it themselves via self-service. At present, some of our products are intended for companies which employ around 50,000 people. We have evolved a product called Accelerator aimed at organisations with a staff strength of around 5,000," he said.

The company is targeting the Indian market with Accelerator.

"There are a number of companies in India fit for Accelerator deployment. We are in talks with them also," Shrivastava said.

SupportSoft also manages a development centre in Bangalore, which accounts for one third of the company's R&D initiatives.

"Accelerator reduces problem resolution time and improves user satisfaction. With the call tracking system serving as a single system of record, SupportSoft's analyst tools and automated solutions increase help desk productivity and effectiveness in analyst-assisted calls, as well as improves user satisfaction," he said.