Solteq life cycle support
6,000 tickets per month
Average response time: 30 seconds
70% of tickets resolved during the first contact
97% of tickets resolved within the agreed period
9/10 users recommend customer support
Contact can be made by telephone, email or the service portal
Our support service takes care of the customer’s business-critical systems
In a hectic world, it’s crucial for problems to be solved in minutes; e.g. when a cash register in a daily consumer goods store fails.
A systematic and clear operating model is required to handle support requests. Requests for support are immediately assessed, and problems solved according to their urgency and severity. Retail stores cannot operate without cash registers and payment terminals functioning correctly, so we solve faults as quickly as possible. In addition to cash registers, stores also contain servers, hand-held terminals, scale readers, receipt printers, scanners, network modems, intranet switches and base stations. We attend to these also.
Wide-range proficiency and competency a must
Customer support personnel must be skilled in a wide range of products, software, industries and agreements. All customer support personnel have ICT industry training to be able to correctly assess service requests and find a solution in the most efficient and professional way possible. If a problem either requires in-depth competency with a particular product – or is time-intensive – the ticket is forwarded directly to a specialist. Faults are forwarded directly to maintenance.
Personnel are available weekdays from 6am – 10pm, Saturdays from 7am – 11pm and Sundays from 8am – 9pm EET.