Client Case Study – AIT DTS
AIT DTS provides a multifaceted series of IT solutions to the information technology industry. The company implemented an after-hours fault-logging function to improve their customer service and approached CallWorx to manage the faults that are logged on their behalf.
The Task at Hand
AIT DTS introduced an after-hours fault logging system to improve their services to their clients and appointed CallWorx to manage this for them. A critical element of this service, is the tracking of all incidents logged, as well as the severity of it, as this enables the company to identify issues and enhance their systems to address these issues more effectively.
The CallWorx Approach
CallWorx created a customised fault-logging system for AIT DTS and provided specialist training to the operators who are tasked with operating the system. As soon as an AIT DTS client logs a fault via the system, the closest standby technician is notified telephonically. This helps to eliminate any unnecessary delays and ensure that the client receives attention ASAP. Every single incident is also recorded and forwarded to their management, via SMS and email.
Outcomes
CallWorx engineered a bespoke after-hours fault logging system for AIT DTS that ensures that any faults that are logged by the company’s clients, are dispatched to the closest technician ASAP. All faults are also recorded and reported, to enable AIT DTS to make informed decisions on business process improvements.
