Customer care in the IT service Industy
The IT service Industry often includes quick reaction times. Already at the time of reporting a fault, a description of the problem which is as exact as possible is required in order to provide the dispatched technician with comprehensive information. Our specially trained agents communicate with customers and technicians on an equal footing, arrange the service appointments and coordinate the deployment, so that technicians and spare parts are on site at the promised time. In case of imminent violation of the service level agreement, we will initiate de-escalation measures in good time. If you wish, we can also determine whether the customer has a valid maintenance contract. If this is not the case, we can start processes to ensure the reimbursement of costs by your customer. A corresponding message will be sent to your organization, so that you can use the resulting sales opportunity for a maintenance contract.