TOTAL CALL OWNERSHIP – It’s in every service ticket we do. Your dedicated Client Relationship Specialist (CRS) is your Single Point of Contact for Service Events. Your CRS provides real-time monitoring with proactive issue resolution by managing all phases of the service call.
PHASE 1 – TICKET OPEN is the initiation of every service event requested by our clients and managed by Barrister. Service requests can be opened via:
● Telephone
● E-mail
● Our proprietary web-based service portal - CustWA
PHASE 2 – TECHNICIAN ASSIGNMENT is done manually, not through a bulletin board or bidding process. Our Technician Assignment Group contacts the technician directly and confirms availability. We also maintain documentation that our technician is:
● Minimum of A+ Certified
● Qualified to Service the Specific Equipment
● “Real World Experienced” – not just “book smart”
PHASE 3 – DIRECT COORDINATION with the service location ensures that our technician and the point of contact at the service address are able to set the on-site appointment as quickly as possible. We make the calls to
● Schedule Availability
● Follow up to re-confirm appointment
● Close the ticket and get feedback on Service Quality
PHASE 4 – PLATINUM LEVEL TRIAGE is conducted by our Premier Service Level Tech Support staff. Our access to over 20 Major OEM support centers provides
● Competent and Accurate remote diagnosis
● Quick resolution to un-common errors
● Fast and Detailed prognosis for on-site resolution
PHASE 5 – REVERSE BID SOURCING assures our clients that we are getting the best parts at the best prices. Our goal is always “one Part, one Trip, one Fix”. Our Logistics Team:
● Sources Parts Nationally from Competing Vendors
● Orders Parts, Provides Tracking and Handles Core Returns
● Coordinates Parts arrival with on-site appointment to repair
What does Total Call Ownership mean to you?
Quite Simply . . . . . . . Peace of Mind |
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