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NATIONAL
COVERAGE |
In the effort to support our national customers, Intelligent
Technology Solutions is partnering with it's alliance, the NSN, to have broad coverage of implementation, support delivery solution consulting and project management.
National Service Provider
Network (NSN)
All members of National Service Provider
Network must maintain stringent qualifications and standards of
excellence to remain a member of the network. They must agree to the
following terms:
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To perform all service requests dispatched
by the Help Central.
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To maintain manufacturer authorizations for
equipment being serviced.
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To comply with the Intelligent Technology
Solutions
call management processes.
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To comply standard Intelligent Technology
Solutions
service pricing.
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To participate in quantitative and
qualitative service reviews.
Right
is a map of the Intelligent Technology Solutions National Service Provider locations.
Centralized Call Management System
NSN Help Central serves as a centralized call management center.
Utilizing Field Force, a state-of-the-art service management system,
all service requirements are tracked to ensure the best possible
service. In conjunction with this system, Intelligent Technology
Solutions
utilizes on line dispatching capability to submit the information
directly to service technicians, enhancing response times.
Field Force allows us to tie all client site locations together for
call management and reporting purposes. It also enables us to create
site or client messages that appear on screen or can be printed
remotely as additional assurance that unique client requirements are
being properly addressed. Field Force also has the ability to
provide flexible management reports documenting service activity for
a client.
Help Central Staff
Help Central is staffed with highly competent Service Administration
Representatives who accept inbound calls, verify and validate client
information and enter service requests into the system. These
individuals also maintain and update the service request as required
and respond to automatic escalations to ensure timely completion of
each service request.
Clients may enhance standard service by electing one of the
following options:
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Monitored Calls
All service calls will be monitored by a designated National
Service Account (NSA) representative to ensure timely
completion. On a daily basis the NSA representative will review
the calls to ensure that they are progressing in accordance with
the procedures outlined in our service offering. The NSA
representative will escalate calls that are not meeting
Intelligent Technology Solutions's service requirements.
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Managed Calls
This is the highest level of support available from Help
Central. A designated National Service Account (NSA)
representative will monitor and escalate each call on an
individual basis to ensure that it is performed in accordance
with the procedures outlined in our service offering. This
service includes the deployment of hot spares and loaner units,
where applicable. The NSA representative also typically works
closely with the client Help Desk by keeping them abreast of
call status.
Help Central Hours Of Operation
Help Central operates 24 hours a day, seven days a week, with
remedial repairs performed between 8 a.m. to 5 p.m., Monday through
Friday, excluding Intelligent Technology Solutions holidays.
Intelligent Technology Solutions holidays include: New Year's Day, Memorial Day, Fourth of
July, Labor Day, Thanksgiving Day and the day following, and
Christmas Day and the day following.
On these days, however, Intelligent Technology Solutions will staff a skeleton
crew if demand warrants. In addition, Help Central supervisors and
managers carry pagers should an emergency arise.
Help Central Performance Standards
Help Central has established performance standards for each level of
service interaction. For Service Administration Representatives and
National Service Coordinators, some of these include:
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Answering every client call within 60
seconds.
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Measuring call productivity to insure
maximum efficiency of the client's time.
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Comparing response time performance to
commitment time achievement.
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Comparing repair time performance to
commitment time achievement.
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Tracking service call aging.
In addition, specific call escalation
procedures have been established for each step in the process,
including commit, arrive and complete escalations, During each step
of the escalation process, actions are carefully documented and
entered into the system for future reporting purposes. This allows
corporate personnel, field personnel and the client to see the
complete chronology of events that have occurred on each and every
service request.
National Coverage
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