Our focus is on keeping customers’ systems operational, available and secure so that they can in turn focus on their business demands of expansion, managing costs and increasing revenues. We will help customers realise the productivity gains and return on investment (ROI) they are expecting from their investments.
The applications suite offers various service level options that provide affordable proactive management and support. Our unique framework for delivering managed services provides a range of proactive services designed to optimise investment and maximise productivity.
From the initial customer call to the closing of the work order, customer invoicing and product replacement, every step in the service process represents an opportunity for improving customer satisfaction, reducing costs and increasing revenues. In order to deliver best-in-class service, one requires seamless continuity and visibility of every interaction with the customer. Critical customer information must be shared and instantly available to everyone in the organisation that engages with that customer.
The Altron Managed Solutions Professional Services team has over 25 years’ retail and financial industry experience. With complete software development centres in Cape Town and Johannesburg, we can ensure that we always have the correctly skilled resources for our clients.
The Incident Management Centre (IMC) utilises ASTEA as a fully integrated system to provide accurate and efficient incident management functions and is fully and seamlessly interfaced to associated logistical and financial aspects of our business.
Over 140 incident management and technical support staff members work within the service desk facility which receives approximately 17 000 phone calls per month, associated with an average of 35 000 incidents managed to resolution. Service desk staff are principally centrally based at our main offices in Selby and are equipped to handle the following areas of responsibility:
Technical Management fulfils the technical consulting and training function of the company. It ensures that our technicians are sufficiently trained in specific account details and technology solutions to produce the expected service results. In addition, this department also provides technical support services to technicians in the event that incidents of high complexity are encountered in the field.
When required, the team will evaluate equipment performance and pass on recommendations regarding equipment life span, durability and general functionality as part of our proactive service model to our clients to improve serviceability.
This support team fulfils the following additional functions:
Incidents are analysed on a monthly basis to identify trends, repeat calls and the top sites/equipment with the most calls logged for the month.
Research and development is conducted on market trends and new technologies as well as enhancing the current technologies offered to our customers.
Solutions are crafted to address customer needs and pain points
Assists the sales team when necessary to sell technology or solutions to a customer.
Current Technical and support processess are evaluated and enhanced where necessary o ensure we deliver an optimal service to our customer.