Remote managed services are gaining a lot of attraction these days. Companies are looking to outsource the maintenance and monitoring of their IT infrastructure to a third party to improve efficiency and save costs. BizTech2.com caught up with Uday Challu, founding partner and CEO, iYogi, to see what the company has to offer in this space.
As far as Enterprise and SME customers are concerned, which verticals are you focusing on?
Our focus will mostly be on small companies with around five to 100 users and also firms that have multiple small branch offices like travel agencies, retail stores etc.
What kind of support services do you provide to your customers? What is the Green PC service?
iYogi provides the next generation of remote computer support services for consumers and businesses. For consumers, our live 24/7 support extends to technologies we use everyday, including hardware, software applications, devices, peripherals and networking equipment. iYogi also offers a full range of business IT solutions including managed monitoring, managed services, set-up and installation services, and incident-based services.
Green PC Service
With the current state of the global climate and increasing dependency on the computer, iYogi helps PC users reduce their carbon footprint and save money at the same time. iYogi’s Green PC service is the first in the independent computer support industry to offer customers a way to save money, conserve energy and protect the environment by optimising their PC’s efficiency. Consumers and businesses can save up to $200 per year, per desktop, in energy costs with iYogi’s Green PC application. This green application makes the computer environmentally friendly by reducing power consumption by almost 50 percent.
Our Green PC dashboard helps customise power settings and calculate power savings in kWh (kilowatt hour). The Green PC dashboard also gives a status on the reduction of CO2 and how responsible usage will benefit the environment by saving trees. A customised service that increases the energy efficiency of computers, undertakes the below-mentioned three primary initiatives:
- Computer assessment, analysing settings and PC energy use
- Customised efficiency planning geared specifically to the individual’s usage patterns
- Implementing setting changes to maximise the computer’s energy use
What are the technologies that allow you to offer 24/7 support and ensure there is no downtime at the client site?
We have invested significantly in developing a comprehensive monitoring and management tools stack. This enables us to manage and monitor all devices in the office network as well as for branch offices and mobile users. Our tools continuously monitor the customer’s network and notify our NOC (Network Operations Centre) in case of problems. Based on the set of events, tickets are automatically generated and escalated to corresponding teams. Over and above our proactive approach, the customer always has an option to call our 24X7 support line for issues that are not identified via the monitoring tools.
Please throw some light on your proprietary iMantra technology.
iMantra is a CRM system, which is tailor-made to suit the emerging business needs at iYogi. It allows for the formation of individualised customer relationships with the aim of providing personalised services to each subscriber. This tool is built on the latest java technology with a layered architecture that makes it scalable and secure. This architecture provides a seamless workflow and independent channels for various business needs: sales, support, quality and customer service. The entire system can be exposed in the form of secure APIs and Web services, which makes it a re-usable entity.
Your business model is similar to BPOs in India providing technical support to offshore customers. What unique values do you bring to this ecosystem that would help a potential client choose you over a competitor?
iYogi’s business model is different from traditional BPOs. Some key factors that differentiate iYogi include:
- Direct-to-consumer and -small business: iYogi delivers technical support services directly to consumers and small businesses and is a global technical support brand based out of India. Unlike traditional BPOs in India, iYogi does not provide any private label support and/ or work on behalf of large OEMs or software publishers.
- Optimised Processes: iYogi has developed proprietary processes for consistently delivering on a resolution rate of 87 percent, which is among the highest published benchmarks in the support industry, where averages hover in the range of 50 percent.
- Comprehensive technology platform: iYogi’s global delivery platform, iMantra, gets smarter with every customer interaction. It documents every problem, the solution and relevant hardware and software aspects, while capturing each customer’s demographic information and creating a behavioural profile. All of this information is at the fingertips of iYogi’s Global Tech Experts. This set-up combines a knowledge base with a comprehensive set of tools and technology expertise. iYogi offers a range of tools that complement its remote support services for helping customers maintain technology at peak performance levels. iYogi’s products include iYogi Smart PC Scan, iYogi Support Dock, iYogi Green PC and iYogi PC Optimisation.
How do you plan to move up the value chain in the times to come?
The growing use and penetration of the Internet and new Web-based applications has consequently opened the door to threats and vulnerabilities, which affect the system performance and ultimately lead to degrading performance. If the threats are diagnosed early on, the impact on efficiency can be minimised considerably. Currently, a user only realizes that he needs technical support once the damage has occurred and reactive methods of support are used to recover from the loss.
At iYogi, we are developing our capabilities to not only provide support when demanded, but to also monitor, pre-empt and fix threats before they can cause any damage to the computer. This will be possible only by combining technology with processes that are capable of re-defining the way technical support is delivered today.
What is your India strategy?
Technically, we are capable of servicing any geography including India. At this stage, we are looking for the right kind of partners to find access to potential customers and provide them a consolidated, 360-degree solution and services for issues relating to hardware, software, network etc. We aim to launch our India services in the coming six to eight months. Our services will offer clients a one-stop solution for all their business needs.
Showing posts with label Technical Support. Show all posts
Showing posts with label Technical Support. Show all posts
In News: iYogi Re-Defines Technical Support – BizTech2.com
Google Apps is synchronized with Outlook
Google has chosen to compete with Outlook in the professional world not by attacking them in front but being an ally.
Thus, several of the flagship applications of Google can be used directly from Outlook. You can access their email (Gmail), calendar and contacts via the Google equivalent of the Microsoft client.
"Many professionals prefer the Gmail interface and functionality to products that they used before. But some love Outlook. For them we developed Google Sync for Microsoft Outlook ", says on the blog on Google.
Objective: To attract more businesses without disrupting users
With Google Apps Sync for Microsoft Outlook, Google allows companies to connect to its cloud messaging (email, calendar, contacts) from Outlook, but without Microsoft Exchange.
Users can keep their email tool. Administration side, Google provides a migration system, presented as a simple implementation, which will copy data from Exchange and Outlook on Google's servers dedicated to Google Apps.
Apart from access to Google's email from Outlook, users can also check their emails from the Gmail interface when not on their workstation. The Google Apps (first version) is sold $ 50 per year per user.
After making its services accessible from Cloud BlackBerries, iPhones and recently Symbian S60 mobile phones, Google is continuing its plan of conquest enterprises. Hoping to convince the passage "outlook addicts" to switch to Google Apps for good.
Thus, several of the flagship applications of Google can be used directly from Outlook. You can access their email (Gmail), calendar and contacts via the Google equivalent of the Microsoft client.
"Many professionals prefer the Gmail interface and functionality to products that they used before. But some love Outlook. For them we developed Google Sync for Microsoft Outlook ", says on the blog on Google.
Objective: To attract more businesses without disrupting users
With Google Apps Sync for Microsoft Outlook, Google allows companies to connect to its cloud messaging (email, calendar, contacts) from Outlook, but without Microsoft Exchange.
Users can keep their email tool. Administration side, Google provides a migration system, presented as a simple implementation, which will copy data from Exchange and Outlook on Google's servers dedicated to Google Apps.
Apart from access to Google's email from Outlook, users can also check their emails from the Gmail interface when not on their workstation. The Google Apps (first version) is sold $ 50 per year per user.
After making its services accessible from Cloud BlackBerries, iPhones and recently Symbian S60 mobile phones, Google is continuing its plan of conquest enterprises. Hoping to convince the passage "outlook addicts" to switch to Google Apps for good.
About switching from Microsoft Schedule+ 1.0 or 7.x
Microsoft Outlook is the email client included with the Microsoft Office suite. It is designed to operate as an independent personal information manager, as an Internet mail client, or in conjunction with the Microsoft Exchange Server for group scheduling, email, and task management. It manages email, calendars, contacts, tasks, to-do lists, and documents or files on the hard drive. Outlook helps you communicate through email, phone support, and group scheduling capabilities. Outlook also helps you share information by means of public folders, forms, and Internet connectivity.
Outlook juggles scheduling, group ware, personal information (contacts, tasks), email, and documents all in one place, and allows you to create and view information using a consistent interface.
You can find information easily with Windows shortcuts, which let you navigate to any private, public, or file system folders. Outlook Journal helps you find a document based on creation date and name.
After you set up Microsoft Outlook, you can import the contents of the Microsoft Schedule+ data file (file name extension .scd if you use Schedule+ 7.x, .cal if you use Schedule+ 1.0). The Schedule+ file stores your appointments, events, meetings, to-do list, and contacts (Schedule+ 7.x only). The .scd or .cal file is not modified or deleted during the import process. See your system administrator before you set up Outlook for use with Schedule+ files. Outlook 2002 and later does not support Schedule+ as a Primary Calendar, so in order to view your Schedule+ data files you must import them into Outlook.
Outlook imports the following types of Schedule+ data into the following Outlook folders:
- Appointments and events are imported into the Calendar folder.
- Tasks are imported into the Tasks folder.
- Contacts (Schedule+ 7.x only) are imported into the Contacts folder.
- Notes (Schedule+ 1.0 only) must first be imported into Schedule+ 7.x, where they are converted to events, and then imported from Schedule+ 7.x to Outlook as events in the Calendar folder.
Outlook juggles scheduling, group ware, personal information (contacts, tasks), email, and documents all in one place, and allows you to create and view information using a consistent interface.
You can find information easily with Windows shortcuts, which let you navigate to any private, public, or file system folders. Outlook Journal helps you find a document based on creation date and name.
After you set up Microsoft Outlook, you can import the contents of the Microsoft Schedule+ data file (file name extension .scd if you use Schedule+ 7.x, .cal if you use Schedule+ 1.0). The Schedule+ file stores your appointments, events, meetings, to-do list, and contacts (Schedule+ 7.x only). The .scd or .cal file is not modified or deleted during the import process. See your system administrator before you set up Outlook for use with Schedule+ files. Outlook 2002 and later does not support Schedule+ as a Primary Calendar, so in order to view your Schedule+ data files you must import them into Outlook.
Outlook imports the following types of Schedule+ data into the following Outlook folders:
- Appointments and events are imported into the Calendar folder.
- Tasks are imported into the Tasks folder.
- Contacts (Schedule+ 7.x only) are imported into the Contacts folder.
- Notes (Schedule+ 1.0 only) must first be imported into Schedule+ 7.x, where they are converted to events, and then imported from Schedule+ 7.x to Outlook as events in the Calendar folder.
The Outlook 2007 configuration process
Before I show you how to configure Outlook 2007 to connect to Exchange Server 2007, there are a few prerequisites. First, you must have created a couple of user mailboxes. I am also assuming that you have already installed Microsoft Office 2007 on the users' workstations.
Finally, at the time I wrote this tutorial, Exchange Server 2007, Microsoft Office 2007, and Windows Vista were all still in beta testing. That being the case, it is possible that anything I show you here could change by the time that the various products are released.
Configuring Outlook 2007
1. Log into one of your workstations using one of the user accounts for which you have created a mailbox. After logging in, open Microsoft Outlook 2007 to view the Outlook 2007 Startup screen, which is really just a welcome screen for the Setup wizard.
2. Click Next and you will see a screen asking you if you would like to configure an email account. Click the Yes button and then click Next again.
3. You will now be asked if you want to connect to an Exchange, POP3, IMAP, or HTTP server, or if you would rather connect to an Outlook Add-in Connector. Choose the Microsoft Exchange Server option and click Next.
Outlook 2007 will now request a name, email address, and password. (One thing that's worth noting is that Outlook 2007 is prompting you to enter the user's name, not the person's user name.) Before you start typing though, just wait for a few seconds. Assuming that you have your workstation's DNS settings configured correctly, and the user account that you are signed in with has a mailbox, Outlook 2007 should automatically detect the Exchange Server and fill in the necessary information for you.
It usually only takes a few seconds for Outlook to automatically configure itself. If for some reason Outlook configures itself incorrectly or not at all, you do have the option of performing a manual configuration. Notice the Manually Configure Server Settings checkbox in the lower left corner of Figure 24.
5. Assuming that Outlook 2007 has configured itself correctly, click Next to continue.
6. Depending on how your test environment is configured, you might possibly see a message telling you that the certificate issuer for the site is untrusted or unknown. If this were a production environment, it would be a serious issue. Being that our purpose at the moment is to simply take Exchange 2007 and Outlook 2007 for a test drive though, just click "Yes" to ignore the message and continue.
Microsoft Outlook 2007 should now be installed and ready to use.
Finally, at the time I wrote this tutorial, Exchange Server 2007, Microsoft Office 2007, and Windows Vista were all still in beta testing. That being the case, it is possible that anything I show you here could change by the time that the various products are released.
Configuring Outlook 2007
1. Log into one of your workstations using one of the user accounts for which you have created a mailbox. After logging in, open Microsoft Outlook 2007 to view the Outlook 2007 Startup screen, which is really just a welcome screen for the Setup wizard.
Figure: This is Outlook 2007's Welcome screen.
2. Click Next and you will see a screen asking you if you would like to configure an email account. Click the Yes button and then click Next again.
3. You will now be asked if you want to connect to an Exchange, POP3, IMAP, or HTTP server, or if you would rather connect to an Outlook Add-in Connector. Choose the Microsoft Exchange Server option and click Next.
Figure: Choose the Exchange Server, POP3, IMAP, or HTTP option.
Outlook 2007 will now request a name, email address, and password. (One thing that's worth noting is that Outlook 2007 is prompting you to enter the user's name, not the person's user name.) Before you start typing though, just wait for a few seconds. Assuming that you have your workstation's DNS settings configured correctly, and the user account that you are signed in with has a mailbox, Outlook 2007 should automatically detect the Exchange Server and fill in the necessary information for you.
It usually only takes a few seconds for Outlook to automatically configure itself. If for some reason Outlook configures itself incorrectly or not at all, you do have the option of performing a manual configuration. Notice the Manually Configure Server Settings checkbox in the lower left corner of Figure 24.
Figure: Enter the user's name, email address, and password.
5. Assuming that Outlook 2007 has configured itself correctly, click Next to continue.
6. Depending on how your test environment is configured, you might possibly see a message telling you that the certificate issuer for the site is untrusted or unknown. If this were a production environment, it would be a serious issue. Being that our purpose at the moment is to simply take Exchange 2007 and Outlook 2007 for a test drive though, just click "Yes" to ignore the message and continue.
Microsoft Outlook 2007 should now be installed and ready to use.
iYogi Acquires Clean Machine Inc.
Larry Gordon, Founder of Clean Machine appointed as President Global Channel Sales at iYogi
New York, NY, May 11th, 2009 : iYogi, a global direct to consumer and small business remote technical support provider, today announced it’s acquisition of Clean Machine Inc, a provider of remotely administered PC security and performance management services. Clean Machine will operate as a separate brand under the iYogi services umbrella along with the recently lunched Support Dock (www.supportdock.com) and its comprehensive range of 24/7 technical support services for computers, printers, MP3 players, digital camera, routers, servers and more than 100 software applications. Larry Gordon, Founder of Clean Machine is appointed as the President of Global Channel Sales for iYogi.
iYogi will integrate technology and innovation that Clean Machine Inc. has developed for delivering an enhanced service experience by proactively managing the health and security for PC's and Apple Computers. This acquisition also broadens iYogi's access to key markets through Clean Machine's existing partnerships. Larry Gordon's past experience and successful track record will accelerate iYogi's expansion through his focus on global alliances.
Commenting on the acquisition of Clean Machine Inc., Uday Challu, CEO & Co-founder of iYogi, said,
"This acquisition will help iYogi to enhance our customer experience and extend our market reach to the millions of consumers that are challenged by the increasingly complex technology environment. Clean Machine's proactive maintenance and management of PCs in home and small business environment will be our launch platform for building the next generation of managed services for consumers."
"We are delighted to have Larry spearheading partnerships and global alliances for iYogi. His incredible experience in marketing, sales and building global alliances will help forge partnerships with retailers, multiple service operators, software publishers, original equipment manufacturers (OEM) and other such companies that are at the frontlines for managing tech support issues for consumers and small businesses",added Challu.
With more than 20 years of experience, Larry Gordon has played a variety of strategic roles in marketing, sales and building alliances. Larry was the Executive Vice President at Capgemini and Kanbay. He was also VP of Global Marketing for Cognizant (Nasdaq: CTSH), a leader in global IT services and Director of Marketing for New York based Information Builders.
"I am excited to join a company that shares a common mission to Clean Machine in creating a global brand for delivering the best technical support to consumers and small businesses. We also share a common approach of utilizing highly skilled talent with leading edge tools, thereby delivering services at incredible price-points, with high margins for our partners",said Larry Gordon, the newly appointed President of Global Channel Sales at iYogi.
ABOUT IYOGI
Headquartered in Gurgaon, India with offices in New York, USA, iYogi provides personalized computer support for consumers and small businesses in United States, United Kingdom, Canada and Australia. IYogi's 24/7 phone and remote technical assistance, spans across a comprehensive range of technologies we use every day from a wide range of vendors. Utilizing its proprietary technology iMantra , and highly qualified technicians, iYogi delivers amongst the highest benchmarks for resolution and customer satisfaction. iYogi is privately held and funded by SAP Ventures, Canaan Partners, and SVB India Capital Partners. iYogi was recently awarded the Red Herring Global 100 Award, recognizing it as one of the 100 most innovative private companies driving the future of technology. For more information on iYogi and a detailed list of technologies supported, visit: www.iyogi.net.
ABOUT CLEAN MACHINE
Clean Machine Inc. is a NJ-based and incorporated company that helps consumers and small business owners easily manage and protect their computing environments safely and cost effectively. The company is has a unique, powerful and inexpensive PC concierge service. Specifically, each customer is assigned a highly-trained tech concierge who remotely examines their computer system on a scheduled and very secure basis. The PC concierge will immediately fix software-based problems and prevent new threats to the customer's computing environment including offensive pop-ups, browser redirects and slow performance, and then provides a detailed report. Clean Machine's proprietary Radar(TM) technology (Remote Access Detection Audit and Repair) allows its expert technicians to remotely resolve any problems, eliminating the need for customers to go through the frustrating process of speaking with a tech support expert, and still having to do the work themselves. In other words, the Clean Machine PC concierges do it all. For more information on Clean Machine please visit www.pccleanmachine.com.
RED HERRING AWARDS IYOGI FOR THE 2008 RED HERRING ASIA AMERICA 100
Award Recognizes the 100 “Most Promising” Asian Companies Driving the Future of Technology
Silicon Valley, CA, Dec 9th, 2008— Red Herring today announced that iYogi is a winner of the Red Herring 100 Award, a selection of the 100 most innovative private technology companies based in Asia.
IYogi delivers technical support services directly to consumers and small businesses and is the first, global, technical support brand based out of India with more than 50,000 customers. The company offers consumers an unlimited, annual subscription service for $119.99 per desktop that includes support for a wide range of technologies, including PC hardware, Microsoft Products Support, Windows Operating systems, Computer Support, Software applications, MP3 players, Networking devices, Digital camera, Printers and scanners etc.
The Red Herring editorial board diligently surveyed the entrepreneurial scene throughout Asia and identified the top 100 out of more than 1,000 closely evaluated companies that are leading the next wave of innovation.
“Our winners and Finalists demonstrate that Asia is increasingly becoming a leader in innovation, contrary to common stereotypes", said Joel Dreyfuss, editor-in-chief of Red Herring. " It was tough to choose just the top 100 finalists from such a large list of excellent contenders, and we are very happy with the quality of the companies we selected as finalists."
“We believe consumers and small business owners should have low-cost access to the highest quality support available on the planet", said Uday Challu, CEO of iYogi. “We are thrilled that our innovative approach to solving everyday technology problems for consumers and our managed services for small businesses has been recognized by Red Herring’s keen-eyed leadership. We are continuously innovating in adding new services that includes PC recovery, anti-virus, anti-spyware, data back-up and PC optimization in providing the best tech support experience for our customers”, adds Uday.
The 100 winning companies have been announced at the Red Herring Asia event in Hong Kong. The CEOs of the winning start ups presented their innovative ideas and technologies to an audience of leading entrepreneurs, financiers, and corporate strategists at the event at the Hong Kong, JW Marriott Hotel earlier this week.
About iYogi
iYogi is the first direct-to-consumer and small business technical support service from India. Providing an annual unlimited subscription to technical support, iYogi now boasts of more than 50,000 customers. The company employs 600 professionals servicing customers in the US, UK, Canada, Australia and fast expanding to 12 new geographies across the globe. iYogi’s resolution rate of 87 percent and customer satisfaction rate of 93 percent are amongst the highest published benchmarks in the industry. For further information, please visit www.iyogi.net.
iYogi Contact
Vishal Dhar
President Marketing, iYogi Inc.
Phone: 212 229 0901
Email: vishal@iyogi.net
Silicon Valley, CA, Dec 9th, 2008— Red Herring today announced that iYogi is a winner of the Red Herring 100 Award, a selection of the 100 most innovative private technology companies based in Asia.
IYogi delivers technical support services directly to consumers and small businesses and is the first, global, technical support brand based out of India with more than 50,000 customers. The company offers consumers an unlimited, annual subscription service for $119.99 per desktop that includes support for a wide range of technologies, including PC hardware, Microsoft Products Support, Windows Operating systems, Computer Support, Software applications, MP3 players, Networking devices, Digital camera, Printers and scanners etc.
The Red Herring editorial board diligently surveyed the entrepreneurial scene throughout Asia and identified the top 100 out of more than 1,000 closely evaluated companies that are leading the next wave of innovation.
“Our winners and Finalists demonstrate that Asia is increasingly becoming a leader in innovation, contrary to common stereotypes", said Joel Dreyfuss, editor-in-chief of Red Herring. " It was tough to choose just the top 100 finalists from such a large list of excellent contenders, and we are very happy with the quality of the companies we selected as finalists."
“We believe consumers and small business owners should have low-cost access to the highest quality support available on the planet", said Uday Challu, CEO of iYogi. “We are thrilled that our innovative approach to solving everyday technology problems for consumers and our managed services for small businesses has been recognized by Red Herring’s keen-eyed leadership. We are continuously innovating in adding new services that includes PC recovery, anti-virus, anti-spyware, data back-up and PC optimization in providing the best tech support experience for our customers”, adds Uday.
The 100 winning companies have been announced at the Red Herring Asia event in Hong Kong. The CEOs of the winning start ups presented their innovative ideas and technologies to an audience of leading entrepreneurs, financiers, and corporate strategists at the event at the Hong Kong, JW Marriott Hotel earlier this week.
About iYogi
iYogi is the first direct-to-consumer and small business technical support service from India. Providing an annual unlimited subscription to technical support, iYogi now boasts of more than 50,000 customers. The company employs 600 professionals servicing customers in the US, UK, Canada, Australia and fast expanding to 12 new geographies across the globe. iYogi’s resolution rate of 87 percent and customer satisfaction rate of 93 percent are amongst the highest published benchmarks in the industry. For further information, please visit www.iyogi.net.
iYogi Contact
Vishal Dhar
President Marketing, iYogi Inc.
Phone: 212 229 0901
Email: vishal@iyogi.net
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