:: Tvs-e Servicetec ::

Change Language: Hindi | English

Servicetec has established a chan of Branded service centers across India to provide a standardized & uniform service

Service Stores

Service Squad

Parts Net^TM

Advanced Diagonistic Center

The setup has a simulation lab with all the products of clients which helps in debugging and trouble shooting.

Level 1 technical support acts as the front end to filter calls to the respective departments. This level team also responds to incoming calls, log calls, attempts resolution and escalates to level 2. This support involves in answering to basic queries and do not involve technically qualified staff.
Level 2 support provides advanced support for problems related to hardware, software and applications. This job involves in troubleshooting, product installation and support, usage support and maintenance issues. This is done by a set of certified professionals having the ability to solve typical technical problems.
Level 3 support provides the highest level of support and this is done by senior level people with the technical ability to resolve complex problems.

Telephone - Live support includes troubleshooting for standard hardware/software issues, connectivity, data and voice configurations.
Web-based (Email/chat/IM/portals) - This is particularly useful for customers having a high degree of technical knowledge who prefer to use the web for solving problems.
Remote diagnostic and Collaborative browsing tools - This involves delivering technical support services through the Internet/Intranet/LAN. Examples include net meeting and messaging tools.
Self-help resources, which utilize a knowledge management framework using, advanced technologies, E.g. extranet or the Internet.

Responsive – The support team keeps the end user informed on the status of their query by mail or by telephone till the problem is solved. The team proceeds with high speed in problem solving or escalating the request to next level.
C Sat – This team takes feedback from customers on the service provided. This helps in improving delivery mechanism and customer satisfaction.
Tele marketing – Servicetec does cross selling by making outbound to existing customers with the available database.

The Infrastructure in terms of telecom & technology and network connectivity is provided round the clock services.
We have a good team of Technically qualified staff that can provide accurate information in the simplest language catering to non-technical users also.
Compliance to industry specific quality and information security standards.
Ability to provide services across all media including telephone, email and web
Ability to scale with the organization's customers and new products & services.
Ability of the provider to generate customized reports.
Adherence to client defined policies, regulations and data integrity laws.
Ability to provide customized training to its personnel.
Specialize in call screening, routing, logging and tracking and must be able to escalate calls to the next level or take suitable actions such as calling back after getting more information and keeping end users informed on the status of their query.

Enhanced customer service by leveraging on the technical expertise of the supplier of outsourcing services.
Reduced costs in terms of capital expenditure of developing, staffing and maintaining an internal held desk operations.
Round-the-clock services enabling increased customer satisfaction and value addition to customers.
Increased business value by up selling and cross selling through client's product and service offerings and warranty upgrades.
Organizations can utilize their technical expertise on development of new, revenue generating products and services.
Feedback from the outsourcer with regard to end user problems can help them modify their products and services.
Increased customer satisfaction, customer loyalty and customer retention.
Consolidation of repetitive tasks from a single location.