Check Point · Cybersecurity
We provide technical support for Check Point across Latin America
Check Point, the global leader in cybersecurity, chose Isbel to outsource its technical support services for the first time, aiming to overcome the language barrier in the region. After an eight-month pilot, we built a team that today handles tier 2 support tickets across Latin America in Spanish and Portuguese. Thanks to this partnership, end users get specialized support with Check Point quality, in their own language.
The challenge
Check Point, the global leader in cybersecurity, wanted to outsource its technical support services in the region for the first time. The goal was to overcome the language barrier: end users across Latin America needed specialized support in their own language, with the same quality the brand is known for. For a cybersecurity company, support is not a secondary service, because it often deals with sensitive situations where the speed and precision of the response matter a great deal.
The solution
After an eight-month pilot, we built a team that today handles tier 2 support tickets from across Latin America in Spanish and Portuguese. The team works to Check Point's standards, so outsourcing did not mean a drop in service level. It brought the ability to serve each user in their own language. The pilot was used to calibrate processes and escalation levels before taking on the region's full volume, which allowed for an orderly transition.
The impact
End users in the region get specialized support with Check Point quality and without the language barrier. For Check Point, the experience validated an outsourced support model for Latin America that did not exist inside the company before. The result is a local support channel that responds on time, brings the vendor closer to its users in the region, and frees its global teams from front-line support in Spanish and Portuguese.