Remote Support. Get an answer. Initiate the fix.
A premium approach to service delivery
The Remote Support Service Portal is a brand new tool dedicated to providing an accessible and reliable communication platform for all UK Desoutter Service customers. The new platform enables our customers to communicate with the UK Service Team, and manage all their service requirements promptly and efficiently.
Key benefits for our customers
One - All communications will be visible to the entire UK Service Team ensuring nothing ever gets missed.
Two - Provides a central portal allowing for quicker resolutions in the future.
Three - Guarantees a clear, easy-to-use process which is accessible 24/7.
Four - Delivers a prioritised structure.
Five - Establishes trends and patterns that might usually go undiscovered.
Six - Enables visibility over entire service usage.
Seven - Over time will build a bank of quick reference answers.
Eight - Certifies the requirement to assign the correct Desoutter team member.
Nine - Does not waste any time sitting in mailboxes when employees are absent.
Ten - Consolidates multiple interactions into one single thread.
The Portal
Every UK Desoutter customer can have access to the Remote Support Service Portal absolutely free of charge. Within the Portal, there will be a bank of previously answered questions, therefore our customers will potentially have the ability to get instant resolutions, and will certainly see recomendations and suggestions.
The Remote Support Service Portal is available at any time of the day, from any location using any device.
Any enquiries that need to be esculated through the Portal are categorised into three levels:
1. Essential Care Support Contract
2. Pre-commissioned
3. Reactive Response
It's live
The Remote Support Service Portal was fully integrated into the Desoutter UK Service Team on 1st August, and we are already seeing positive results.
We are still onboarding customers, and service delivery is prioritised based on our customers' level of engagement.
This development has enabled us to continue providing market-leading service delivery.
For full details on each level of support, or for any questions related to the Remote Support Service Portal, please contact our Service Contracts Manager, Darren Blackshaw.
