Client brief: 

A 24 x 7, 365 day support service is provided to customers within a strict Service Level Agreement (SLA). 

The SLA includes response times for engineers, often less than 30 to 45 minutes.  

It is important that calls are logged, accurate information obtained and passed to the appropriate engineer expediently, wherever they are in the world, in order that the SLA is met. 

In the event that the specified engineer is unavailable, it will be necessary to adopt an escalation procedure to ensure that a response is made within the agreed time period.  

Should a subsequent telephone call be received from the same customer regarding the same case, accurate case identification / information collection is required, together with a high level of customer service, during the call and post call.   

Engineers may respond to the Support Desk to update the case history. In these circumstances it will again be important to obtain accurately match the case, and update the history, in order that internal company procedures can be maintained.

 Frontline’s solution and benefits to client:             

Longstanding company providing 24 x 7, 365 day cover as a matter of course, with trained staff and a low staff turnover (less than 10%).  

Confidence that all calls answered, whatever time of day and night, by competent individuals.

A client service manager (CSM) is allocated to all clients. The CSM liaises closely with all clients to ensure that sound procedures are in place before the commencement of the contract. This may involve visits to client premises and pre contract trialling.

A tailored service was designed to ensure that the client’s SLA requirements are accommodated. The CSM remains the principal point of contact and therefore provides ongoing continuity. 

Sophisticated IT systems maintained, including CTI technology and voice recording for all calls.

All calls are dealt with efficiently, logged and call recordings stored, providing peace of mind that SLA’s will be adhered to and that records of calls are maintained, should it be necessary to retrieve information at a later date for whatever reason.

The system can search on a number of criteria to ensure that the Company calling to report faults/issues for Out of hours call support and that the product (If specific) is covered by an out of hours support contract. Should it not be the caller can be advised accordingly of this.

The system can find specific engineers for specific products should this be a necessity to business and also indicate the route in which the initial contact should be made. For e.g. Phone call, text, pager, email.