As a result of the success of its agreement with One Technology Integration (OTI) for the one-year onsite portion of its warranty on Vision, Fujitech and Laptech systems in Gauteng, One Technology Group (OTG) has brought a similar level of consolidation to its Cape Town-based operations. This effectively provides customers in this region with a one-stop-shop for service and support on the OTG PC brands.
OTI specialises in the on site maintenance and support of hardware, operating systems as well as networking for workstations, servers, laptops and printers. This includes installation, set-up and the maintenance. OTI has a national presence with representation in Gauteng (both Johannesburg and Pretoria), Cape Town, Durban, Port Elizabeth, East London, Bloemfontein, Pietersburg and Nelspruit.
Its automated escalation process and procedure, which is built into the call centre software, automatically alerts a call centre operator and requests an update from the allocated technician on the status of a particular job.
If this update is not updated within a specified time, the national call centre manager is alerted electronically. If the update is still not done, all specified directors and the national operations manager are alerted electronically.
Before a call can be closed, the same process is repeated with the OTI call centre and the end user or client.
"The OTI call centre will handle first line telephonic support, as well as despatching technicians for second line support as and where it is required for OTG. The call centre also handles call tracking, and users can access this through the Web site, keeping them up to date as the problem is dealt with.
"OTI will provide both telephonic and onsite support, including parts and operating system support for laptops and desktops with a next business day response time. For all server products, support will be available 24-hours a day, seven days a week with a four-hour response time," says Glenn Miller, MD of OTG.
"OTG chose us to fulfil its onsite warranty requirements because we have the necessary technical skills and call centre technology to meet their needs. We have integrated offices in Cape Town as well as in a number of other regions around the country, and we are able to offer our services in the most remote regions," says Mark Pincus, operations director at OTI.
Pincus says the integration of the internally developed OTI call centre software with OTG's database of shipped PCs through the use of serial number tracking will mean all relevant information will be at the fingertips of the call centre operator. This will improve response times and the effectiveness of technicians in the field, ensuring clients systems are up and running that much quicker.
The call centre runs on internally developed software that handles first line support, call tracking and value added services such as the PRO module, which follows up on a logged call, ensuring the call has reached a satisfactory conclusion and that the client is happy with the service. Users log a call in one of two ways: either calling a national number, 0861 100 221, or logging on through OTI's Web site (www.otisupport.co.za). In order to log a call electronically, the OTI call centre needs to assign a logon password to the user.
"Our maintenance contracts are completely comprehensive in nature. Rather than simply offering a rigid structure, we tailor make our plans to fit the clients needs. This process and procedure is actioned centrally through the OTI call centre are largely automated, however well trained and skilled call centre personnel compliment and refine the call centre software to levels of extreme professionalism and dedication," Pincus concludes.
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