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Orientation provides the customer with the first-class professional service, and the service content mainly includes the Internet on-line service, the telephone response support, the online technical support, the field support service and the repair service, the remote on-line system diagnosis and the repair service, the preventive maintenance for the IT equipment, the optimization and the solution for the IT environment, and the management for the fixed IT assets and the IT project management.
The business is divided into two directions: the one is the value-added service in the high top, getting victory with the characteristics and the quality, and the other is the standardized service in the low end, getting victory with the scale and the efficiency, including:
Outsourcing service for the IT resource
The modern enterprise will outsource all or part of the functions of the IT department in the enterprise, thus to concentrate its focus to develop the core business of the enterprise, and this kind of the form has become the trend that the IT management and application will develop to the professional direction, and is perfecting day by day. As a neutral and professional IT service provider, Orientation will help the enterprise to simplify the IT management and improve the quality of the IT service, saving the cost of the IT investment and providing the customer with the professional service, thus to meet the demand for the in-depth and personalized service in the customer.
Service content:
－ Hotline telephone support service (Help-Desk)
－ Field service, providing the full-field network administration and maintenance, the hardware maintenance and the software maintenance
－ IMAC (the installation and the transfer) service
－ Support service with the products from many manufacturers
－ Supply chain management in the IT department
－ Management of the IT assets
－ Knowledge management
－ Management for the IT service project
－ Service report (provide the periodic service report depending on the customer demand)
－ The network analysis, the network optimization, the network security and the disaster recovery of the IT environment
Quality services:
－ Friendly and simple user interface
－ Quick response
－ Improve the efficiency of the management for the IT technical support
－ Quality service
－ Improve the management for the IT operating cost
－ Improve the working efficiency in the final customer
Call-center service
Call Center is the call response center mainly engaged in the telephone answer, which will provide the customer with various kinds of the telephone response services. As the statistics, in the IT sector, 80%-90% of the problems met by the customer can be solved through the remote instruction by means of the telephone by the engineer/the expert.
The service means provided by Orientation Call Center is to provide the services of the artificial answer, the automatic voice broadcasting and the fax material by telephone. With the service of the display for the incoming number, the system will record the telephone number called in, so as to better collect and analyze the customer materials. According to the display of the incoming call from the customer or the password entry by the customer, the engineer will obtain the materials on the equipment configuration and the maintenance status in the customer, etc from the information library. The engineer will use the knowledge-share-type database to diagnose the problem in the customer, and propose the prompt solution to ensure the hotline engineer can quickly and accurately solve all kinds of problems met by the customer.
Service contents:
－ Provide the customer with the contact interface
－ Deal with the problems and information in the customer
－ Track the process of the internal treatment of the problem
－ Gather and analyze the customer information
－ Feed back the information or the service
－ Remote settlement of the technical problem
－ Settlement of the team transfer on the field, etc
－ Record of the event
－ Statistics and analysis
Logistics service
Through the effective management for the demand and the procurement, meanwhile combined with the warehousing resource and experiences in the warehousing management in Orientation itself, it has reduced the high-redundant hardware stock that must be prepared to ensure the service quality by the customer, reduced the capital impropriation, and reduced the operating risks. Meanwhile, through the effective logistics support management, it has liberated the huge amount of the time and the energy in the customer, to make the customer pay his attention in its own core competence, having improved the working efficiency in the customer. |
Services & Solutions
