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 Network Integration:
Networking solutions based on Products from 3Com, Acton, Molex, AMP, CISCO, Nortel,
D-Link, Linksys, etc. which includes sales of the peripherals like Network Switches,
Routers and other networking components as well as structured cabling, fiber-optic
solutions, consultancy, designing and implementation, Remote connectivity using
Routers, Wireless Network Solutions. We are also certified by D-Link as ?Cabling
integrator?
System Integration:
Being an Authorized Dealer, We have a dedicated team who always in the market for
getting an enquiries for PCs, Servers and all types of Networking peripherals. We
are providing hardware solutions from several brands like IBM/Lenovo, COMPAQ/HP,
ACER & Spice Net products in terms of servers, desktops, Notebooks.
Multi Vendor Support:
- Sales & Support for all branded & un-branded products.
- Annual Maintenance Contract (AMC)
- Third Party Maintenance (TPM)
- Skills Only Services (SOS)
- We have a good expertise on Olivetti Make Passbook Printer repairs and servicing
on Component level. We are maintaining around 200 passbook printers in Banking Sector.
Operating System Support:
- Novell NetWare
- Microsoft Products such as Windows NT, Windows 2000, Windows 2003 Servers and other
desktop operating systems etc.
- Unix Linux Solutions (Linux base Thin Clients)
Upgrade:
Upgrade PCs and Printers sold by us as well as other vendors with buyback.
Total Solution Support:
- Turnkey Projects
- Help Desk Services
- Resident Engineers
- Skills Only Services
- Facility Management
Customer Problem Call
Logging:
A dedicated Work Controller monitors the incoming customer problem calls and also
dynamically allocates these calls to the Engineers and monitors our response to
calls on a call-to-call basis. It provides on-line information regarding all maintained
system parameters to field Engineers and thereby reduces the repair time.
Response Time:
All the service Engineers are monitored by a central facility. Each Engineer is
an Account Engineer and is responsible for the complete satisfaction of the customers
assigned to him. Engineers are equipped with pagers to enable the Work Controller
to trace them anywhere in the field to assign complaints and get status. Each Engineer
has a set of contiguous customers to reduce call-to-call traveling time to the barest
minimum. This ensures that the Engineers move in a limited geographical zone and
attend to calls within 1-2 hours of reporting.
Recovery Time:
Our Engineers carry all essential and regularly used spares in their kits. In addition,
they are instructed to replace defective parts without attempting any component
level repair. This ensures that we take the minimum possible time to bring up the
equipment, thus maintaining integration with consistent quality.
User Awareness and Training:
Some users are not aware of the actual problem and are unable to provide the complete
information required while logging a call with our Work Controller. Therefore, while
carrying out installations of new systems or on inspection (in case of an existing
system to be covered under AMC), our Engineers? takes a half an hour session to
explain the basics of do?s and don?ts to the users.
Regular Preventive Maintenance
Services:
Regular Preventive Maintenance is undertaken essentially for trouble free working
of the equipment on a quarterly basis. This ensures that components last well past
their life, and that the overall efficiency and up time of the system is high.
THE EDGE:
- We work as team in perfect synchronism to achieve total customer satisfaction.
- Our Customer Service Manager resolves problems and commitments beyond the scope
of the Engineers and handles exceptional calls escalated to him.
- The Central Technical Support at Head Office ensures that Customer Service Managers
are able to resolve all problems and acts as a further level of escalation in case
of unresolved complaints on commitments.
- We maintain a large inventory of spares for systems as well as for peripherals.
We also maintain standby systems and peripherals ? just in case you may need them
during critical operations and emergencies.
Escalation Process:
We track each complaint from the time it is logged in with the Work Controller till
it is resolved effectively. Complaints are escalated in a pre-defined manner based
on time and technical difficulty. Customer may also escalate complaints to the Customer
Service Manager or the Central Technical Support.
Escalation Hierarchy:
If any problem is not attended with in response time, the same can be escalated
to, 1st Level: Work Controller 2nd Level: Manager ? Customer Support 3rd Level:
Director ? Support (Technical)
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