C3 TECHNOLOGY SRVCS-2016 - Laserfiche WebLink

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C; Tocb S 6, Any equipment with persistent, con(inuous problems will be replaced with a device with similar specifications and features. C3 acknowledges the above requirements and will continue to provide detailed summary reports for the City. Our technicians are trained to cornmunicote to the end user at each service call regarding any issues and diagnosis, We stress communication and always try to be cis transparent as passible with our customers, All of our customer service reps can track where each technician Is with our fleet tracker. They are also able to reroute technicians for emergency calls to keep the customers at minimal downtime, All technicians have basic parts inventory in [heir vehicles. This allows thern to easily attain parts without having to make secondary trips to the warehouse, SAMPLE ASSET TAG Atili CSR Technolejgy.'S�Prvices. I D I. 2345 Ive 6por": ('714) 689 1700 W Y lce:qC30s.corn Rdi Stelundho Auignod CU Rmlntho Lowery Service calls can be taken by phone or email by our dedicated customer service representatives in our office. Fidoncio and Samantha are fully trained to always answer the phone when a customer calls. We believe in a personal touch when handling cusiornei service, At no time will the City be subjected to choosing voice recorded options, interacting with on cul:cmated phone system or be transferred overseas for customer service. Once the call is received, our CSR's will dispatch the call to the nearest technician with the details of the. hckel. The assigned technician immediately receives the service work order on their smart phone and is required to call the customer within an hour with an ETA. The technician will be on site within 4 business hours. If the 4- hour response falls after hours, technician will arrive first thing the next morning based on the customer's hour, of operotion. Service calls can be escalated with upper management if it is an urgent matter. 'i I 1 '/1' --1536 F Warror Sor t,.) A,a CA 92105 lei W 4) J69.1 700 Poxt (7 ji 54 1 V ro,[r,e,