Technical Assistance Center (TAC)

A Step towards customer delight

  • Single point of contact for the customer
  • Provide and track resolution through CRM
  • Responsible for Customer 24×7
  • Responsible for Internal escalations
  • No dependency on Individual contacts
Responsibility towards Customer

  • Take installation and commissioning requests
  • Take complaints related to products and services
  • Provide on-call resolutions, wherever feasible
  • Instant scheduling of engineer visit if site visit is required
  • Provide timelines of resolution and periodic updates
  • Provide RCA at the closure of the call
Internal Responsibility

  • Tracking of activities for meeting SLA’s committed to the customers through CRM system
  • Internal escalations at appropriate time as per matrix
  • Facilitate Customer to speak to seniors if requested
Salient features of CRM at Fibcom

  • SLA Reports
  • Timely resolution
  • IT enabled process
  • Capture Customer requirements / queries
  • Quick internal escalations to business head in 24 hours
  • Capture ‘voice’ of the customer for long-term superior customer experience
Complete System based tracking

  • Customer gets a unique docket ID for the query/compliant.
  • Every docket ID has a standard SLA defined based on the nature of the query/compliant.
  • Customer can keep a track of his complaint and need not explain again and again to the support engineer.
  • Qualified support engineer will have a complete idea of the nature / status of the complaint while talking to the customer.
  • Single point of contact for any of complaint irrespective of nature/type. Internal escalations for serious issues keeping the interface same.