Customer service and remote problem management
Sector: Transport and logistics
CUSTOMER SYSTEMS AND USERS SUPPORT
LLC «TankYou Baltics», the provider of a system for payments for fuel, has outsourced helpdesk and problem (incident) management.
We provide all necessary processes for the delivery of the service – servicing, registration, statistics of incoming contacts (phone calls, e-mail messages, sms, other), provision and maintenance of the required information systems.
The following work was performed within the project:
- acceptance, registration and processing of customers’ fault reports (phone calls, e-mail messages, sms);
- acceptance of fault reports, customers service by telephone and e-mail;
- answering messages from the customer’s information systems, received by e-mail;
- registration, processing of the fault reports, management and coordination of the fault clearance process;
- maintenance of specific scope and quality parameters – SLA;
- storage of the phone call records for at least 6 months;
- development of the technical solution necessary for the provision of the service, synchronisation of the systems involved, provision and maintenance of the data exchange.
Maintenance of confidentiality for the personal data of LLC «TankYou Baltics» customers.
24/7 service. Service languages: LV, RU, ENG.
Thanks to the outsourced IT helpdesk and incident management, the customer does not have to engage in customer service and user support functions.
Maintenance of SLA for the scope and quality of the service, selection of the resources and reservation of the resources necessary for LLC «TankYou Baltics».
Reduced costs for development and maintenance of information systems, modern customer service process and services.