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Service Call Experience <br />• Santa Ana Transportation Center will make a service request to Wachter via <br />agreed upon method. <br />o Wachter is flexible, and can accommodate almost any method or <br />procedure. <br />■ Direct input to Trust (Wachter's proprietary tool). <br />• Wachter to monitor customer ticketing system. <br />• Third party system such as Service Channel or Ariba. <br />• Email. <br />• Call in. <br />• Wachter to acknowledge/respond to the request within one hour of the receipt. <br />• Once the ticket is dispatched, Wachter is to notify Santa Ana Transportation <br />Center of the ETA. <br />• Santa Ana Transportation Center will be notified once the technician is onsite. <br />• The technician will check-in with the applicable onsite contact, prior to <br />executing the work order. <br />• Once service is complete, the technician will review the work with the onsite <br />contact, who will then sign the work order indicating satisfactory completion. <br />• Santa Ana Transportation Center will be notified once the technician leaves <br />site, and with a full update, <br />o If the ticket is a 'Priority t', Santa Ana Transportation Center will be <br />updated on status every hour, until the issue is resolved. <br />