ISS Connect

Productivity is a phone call away

ISS Solutions brings you to the next step forward in the evolution of a Contact Center. By integrating the latest technology with experienced staff and advanced methodologies, ISS Solutions has designed a true business management tool that goes beyond traditional employee support and customer service.

ISS Solutions offers a single point-of-contact for field sales personnel or for virtually any mobile laptop users. A client receives a dedicated, toll-free telephone number, which field users call to reach a help desk analyst directly and quickly. Using an extensive knowledge base, which includes individual user profiles, an analyst identifies the caller and immediately provides a solution to the majority of issues.

If a caller requires hardware services, the analyst opens a work order on the defective laptop and gives the caller easy instructions for getting the unit to the ISS Solutions depot center. Once the unit arrives in the depot, many problems can be repaired rapidly with the unit returned to its user in as little as 24 hours.

Client management receives regular and comprehensive reports describing all calls taken, regardless of whether issues are solved by Contact Center or Laptop Depot personnel. Additionally, by logging in to the ISS Solutions web-based call management system, client management can view user data on demand.

ISS Solutions has extensive experience in serving large sales forces in markets such as pharmaceuticals and consumer packaged goods.

Contact Center Support Services

·          Shrink-wrap software support, in cluding all Microsoft and Lotus products as well as other specialty products such as Adobe, Palm, Pop-up blockers, etc.

·          Proprietary software support, including customized contact management packages

·      Support for broadband, VPN, Wi-Fi, etc.

·      Flexible hours of coverage

·      Ability to handle first and second calls with third-level escalation

·      Strict procedures protecting both customer data and customer hardware packages

Laptop Depot Services

Equipment repair

·      Warranty and non-warranty

·      Authorized on all major OEMs

Data migration and retrieval

·      Territory switches or new users

·      Hard drive failure or corrupt registry files

Configurations and upgrades

·      New unit roll-out or existing unit reconfiguration

·      New software releases or component upgrade

Accessory Support

·      For printers, AC adapters, batteries, etc.

·      Replacement and storage

Asset Tracking

·      By models, user, and serial number

·      Spare unit and spare parts inventory

Call Management & Tracking System

·      Knowledge base, on-line library

·      Client management reporting

·      Client access to tracking system via the web

·      Call escalation, ACD and IVR

·      Surveys and quality audits

·      Dedicated, toll-free client phone numbers

·      Data security and disaster recovery

·      Calls linked to hardware repair orders as required