Client Case Study – Aptronics
Aptronics is a leading South African ICT services and solutions provider that has been on the market for more than a quarter of a century. The company implemented a 24/7 fault logging function, to align with best practices and improve their client services even further. CallWorx was appointed to run the after-hours component of the service for them.
The Task at Hand
Aptronics introduced a 24/7 support service for their clients and appointed CallWorx to manage the after-hours fault logging on their behalf.
The CallWorx Approach
CallWorx implemented a dedicated fault logging system for Aptronics and provided specialist incident logging training to the operators who are responsible for managing it. To guarantee rapid turnaround of any incidents logged, the closest standby technicians are first contacted telephonically. Thereafter, an email is sent to them, to ensure they have full and accurate information at hand. For quality control purposes, Aptronics’s management are also notified of each incident logged, via SMS and email.
Outcomes
Aptronics was able to seamlessly introduce a 24/7 support service to their clients, by outsourcing the after-hours component of the fault logging to CallWorx. The CallWorx system ensures rapid turnaround of faults logged by standby technicians, and produces records for quality control purposes.