Customer Care

When a customer’s issue is resolved hassle free and with a cordial approach, this epitomizes customer care. PrimeX Technology deploys this concept as it’s creed of business relations.

PrimeX’s comprehensive ability to deliver from a technical arena is impressive, but our ability to satisfy our customer is equal if not greater.

PrimeX has learned that integrated capability within IT management solutions is especially important so as to measure customer satisfaction with the services IT provides.

PrimeX requires service level measurements be set against actual end-user services themselves rather than technical infrastructure (e.g. CRM system, email service, web order-entry application). But without the means to automatically discover application and service dependencies and integrate within a Configuration Management Database (CMDB), it would be next to impossible to measure service availability. Integrations like these also support key cause-and-effect metric linkages across the scorecard perspectives.

PrimeX believes that incorporating a support automation function within end-user self- help service reduces problem resolution times (a leading indicator of operational excellence) while also helping increase customer satisfaction (a user-oriented metric). PrimeX utilities a single point of contact (SPOC) approach to customer service. SPOC enables customers to consolidate their support functions into a centralized organization.

PrimeX introduces a support concept for users where they can easily come into contact with the support regardless of the SPOC-errand. The goal is to centralize and have a road leading directly to the support. The support can then steer the errand to the correct unit at a help desk.

Key components of PrimeX’s Customer Care & Support are as follows:

A single point of contact, and related infrastructure, for the resolution of end user problems with organization’s Information Technology Infrastructure

Provision of all Tier 1 support (call center support for problems that are in scope, have defined resolutions already in the Knowledge Database, and can be resolved either over the phone or using remote diagnostic and repair tools, such as Remote Control)

Provision of Tier 2 remote support (support for in-scope problems for which resolutions do not yet exist in the Knowledge Database, but which are resolvable either over the phone or using remote diagnostic and repair tools, such as Remote Control)

Creation and maintenance (with organization subject matter input as needed) of Knowledge Database documents for closed tickets

Provision of management reports and a web-based reporting tool accessible by organization’s management

Coordination and cooperation with Tier 2 and Tier 3 organizations to achieve resolution of end user problems

Use of remote management tools for remote troubleshooting and resolving end user’s problems

Monitoring of the status of the health of the organization’s IT Infrastructure