Our Approach
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.
Our Services
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.