One Technology Group (OTG) has concluded an agreement with One Technology Integration (OTI) for the one-year onsite portion of its warranty on Vision, Fujitech and Laptech systems. This warranty is provided free for all systems sold as from 1st June 2000.
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. 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 national reach with offices in Johannesburg, Pretoria, Midrand, Durban and Cape Town and we are able to offer our services in the most remote regions of the country," 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.
A serial number will be required and with that the call centre operator can access all data relevant to that machine.
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