Helpdesk Support

Our 24x7 helpdesk services, in partnership with CCI, offers the experience and insight to handle all issues related to our customers' needs.

The key elements of helpdesk are:
  • RESOLV ® - Online Issue Tracking Tool
    • Instant Issue Logging and Ticket # on first call
    • Ability to Track Issue Progress online
  • Dedicated Program Toll Free Numbers and Email
  • Dedicated Functionally Trained Helpdesk Staff
  • Fully Manned Work Hours Support
  • Extended Support as necessary
  • Established SLA and Response Times

360° approach to customer care: It’s based on the principle that when customers call us, we want them to know that we will “own” the issue through resolution. Our customers know that we won’t transfer them into a never ending loop of phone calls that puts the burden of resolving it on their backs. We discover the resolution even if it has originated with another business or client entity.

To accomplish this, we train our employees to listen carefully to our clients to understand the issue, then research it and document the resolution in our issue tracking software which allows us to build a knowledge base of questions and answers which support efficient issue resolutions in the future with this or other clients. It also serves as a useful new employee training tool.