Operating an IoT solution 24/7 to meet Service Level Agreements (SLA), providing reliable support services to your customer service organization, and resolving customer or business partner issues is demanding and challenging. You need a well-defined service architecture, trained and stress-resistant staff, established and monitored processes, and costly infrastructure to deliver these services effectively, efficiently and at competitive cost. As setting up an in-house support center is a big effort, many customers chose to outsource support services to experienced service providers like us.
We support our clients in operating and servicing their IoT solution. We resolve our clients’ employees’, their customers’ and their business partners’ issues by providing a wide portfolio of business and technical support services based on a classical three-layer contact center architecture (with 1st, 2nd and 3rd level support).
We apply state-of-the-art contact center technology that allows us to easily track, prioritize and solve customer support tickets in one place and lets conversations with customers and business partners flow seamlessly across channels, creating a better experience for all stakeholders. This means more productive agents and satisfied employees, customers and partners.
Collect, select and specify support service requirements including the level and depth of agents’ subject-matter knowledge, communication channels (e.g. phone, e-mail, chat, social media), communication languages and skills, conversation scripts and text blocks, and documentation as well as Key Performance Indicators (KPI) to evaluate the Quality of Service (QoS) delivered.
Set up tailor-made service centers characterized by well-defined support service architectures, handover and escalation criteria and processes, thorough agent selection and training, and appropriate contact center infrastructure and technology (incl. dedicated phone numbers, e-mails, chat rooms, etc.).
Provide support services up to 24/7 to meet the agreed upon SLA and QoS including measuring and reporting on performance as well as identifying and implement improvement measures.
For the largest industrial manufacturing company in Europe, icentic worked out the support services architecture and processes for their partner management organization in EMEA and implemented a support center based on technology and infrastructure that enabled 1st and 2nd level support services to be provided by icentic and 3rd level support to be delivered by the client.
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