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STORE OF THE FUTURE
Customer Services
Our extended geographical footprint and experienced engineers ensure that we support our customers by providing superior services and responding quickly to their requests.
With more than 500 specialized repair and maintenance engineers and support specialists in a wide network of approximately 100 service points, our customer services teams offer high-quality services in an unparalleled geographical footprint.

We provide a complete range of technical support, training, and maintenance services to ensure that mission-critical operations are backed by a top-skilled team of experts, ready to tackle support issues on a 24x7 basis. We deliver high-quality outsourcing and managed services to major banks, corporations and organizations throughout the entire region of Central Eastern Europe.

We are committed to respond to the infrastructure and business support needs of our customers and to assist them in providing value added services, minimizing operating costs and maximizing customer satisfaction levels.

ON-SITE CUSTOMER SUPPORT

All reported incidents that cannot be resolved remotely, by our help desk operators are dispatched to our experienced field technicians and engineers to support customers on-site, performing necessary repairs and maintenance works. Immediately after the repairs have been performed, our field teams close the registered incidents in real-time from their mobile Incident Management System and fill in all activities performed on-site, including the spare parts that were replaced, the date and time that the tasks were performed.

INSTALLATION SERVICES

We perform all necessary installation services of equipment, including prestaging, transportation and on-site installation. We, also, perform all required tests on the equipment to ensure that it works properly in live environment.

SPARE PARTS MANAGEMENT

We monitor, plan, forecast and manage the availability of parts in order to achieve desired SLAs using our internal software tools and storage areas.

HELP DESK SUPPORT

We accept and manage incidents via multiple sources – our own Incident Management System (W4IMS), phone, email – recorded either via client’s staff or through on-line integration with the client’s systems. Full tracking of call progress, escalation procedure, incident update with log time, resolution time and field engineer report are in place to ensure the proper management of all customer requests.

LAB REPAIRS FOR EQUIPMENT & PARTS

Hardware modules and parts are repaired by specialized technicians and engineers within our repair centers by using original spare parts. Our repair centers work based on the urgency of each requirement, the relevant processes, tools and procedures, like:

  • Failure analysis practices
  • Repair process development and techniques
  • Quality assurance, sampling, aesthetics
  • Requirements for tools (ESD precautions)
  • Lean Six Sigma and 5S improvement efforts
  • Inbound and outbound procedures

Managed Services

From end-user IT support and datacenter operations to monitoring & reporting and tailor-made IT services, we work with clients and provide services for the whole IT spectrum. Our holistic approach to managed services, our team of skilled IT professionals and the expertise we have collected in the field, working on mission critical customer zones, ensure that we can be the trusted partner to manage the entire IT service, or parts of it.

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