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Global Services Organization - Worldwide Support 24/7 |
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Long-term customer satisfaction is the focus of all ASC activities. Our capable service organization supports ASC’s customers at any time. As a global player, we manage a network of qualified technical specialists at corporate headquarters, ASC subsidiaries and certified partners to verify that ASC customers receive a consistently high level of service - worldwide and around the clock.
ASC's global service organization is divided into the following areas and operates according to clearly defined processes. Its performance is continually monitored by ASC's management.
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Welcome Center
Customers benefit from a single point of entry into ASC’s global service organization under a central phone number. In less than a minute, our staff is available for questions about ASC products and solutions, registering the call in ASC's ticket system and forwarding the incident to technical specialists at the Service Hotline & Helpdesk who will process the tickets according to priority.
- Service Hotline & Helpdesk
In addition to assistance for the optimal usage of ASC’s products & solutions, Service Hotline & Helpdesk handles any incidents reported either by phone or through the ASC web-portal. ASC's ticket system tracks all customer interactions and technical activities – the current status of an open ticket can be traced at any time. Furthermore, our technical experts use full transparency of individual customer environments, access to the current configuration data and the entire history since the original installation. Solutions can often be found and fixed during the first call by time-saving remote interventions.
- Escalation Management
In particularly complex cases, Escalation Management takes over the monitoring of a ticket. Clear processes -- certified according to DIN EN ISO 9001 -- and transparency up to ASC's executive management guarantees the effective deployment of all required resources for a quick resolution. Only when the customer indicates “thumbs up,” is a case closed for ASC. Findings gained during the escalation process are used for a continuous improvement process for product design.
- Service & Maintenance
After installation and commissioning, Service & Maintenance ensures that on-site interventions take place within the agreed response times if the situation requires it or if remote interventions are not possible due to specific restrictions in the customer’s environment. Customized measures (e.g. replacement of hardware or installation of software updates) will be completed depending on the problem. As ASC’s field organization, Service & Maintenance is deployed in many countries and available 24/7 with a multitude of highly qualified service experts. Service & Maintenance is available both for the resolution of technical issues and periodic precautionary maintenance to ensure smooth and continuous operation of ASC’s equipment.
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