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C; Tocb <br />S <br />6, Any equipment with persistent, con(inuous problems will be rel)kicecl with a device with similar <br />specifications and features. <br />C3 acknowledges the above requirements and will continue to provide calailed <br />summary reports for the City. Our technicians are trained to cornmunicote to the <br />end user at each service call regarding any issues and diagnosis, We stress <br />communication and always try to be cis transparent as Possible with our customers, <br />All of our customer service reps can track where each technician Is with our <br />fleet tracker. They are also able to reroute technicians for emergency calls to <br />keep the customers at minimal downtime, All technicians have basic parts <br />inventory in [heir vehicles. This allows thern to easily altain parts without having <br />to make secondary trips to the warehouse, <br />SAMPLE ASSET TAG <br />Atili CSR <br />Technolejgy.s.�Prvices <br />IDJ2,345t,-'. <br />p.0IIes(§c3os.corn <br />M"N-Ico:qc3os'corn <br />, <br />Hdordo Stelundho <br />Auignod CU <br />Rmlnfhi Lowery <br />Service calls can be taken by phone or email by our dedicated customer <br />service representatives in our office. Fidoncio and Samantha are fully trainecl <br />to always answer the phone when a customer calls. We believe in a personal <br />touch when handling custorner service, At no time will the City be subjected <br />to choosing voice recorded options, interacting with on cul:cmated phone <br />system or be, transferred overseas for customer service. Once the call is <br />received, our CSR's will dispatch the call to the nearest technician with the <br />details of the. hckel. The assigned technician immediately receives the service <br />work order on their smart phone and is required to call the customer within an <br />hour with an ETA. The technician will be on site within 4 business hours. If the 4- <br />hour response falls after hours, technician will arrive first thing the next morning <br />based on the customers hours of opercition. Service calls can be escalated <br />with upper management if it is an urgent matter. <br />i I 1 '/1' <br />--1536 F Warror Sor t,.) A,a CA 92105 lei W 4) J69.1 700 Por. (7 ji 54 1 V e,,Fr,e, <br />25B-1 3 <br />