Digitcom Customer Service, Support and Training
At Digitcom, we recognize that adopting a new voice / data solution is a gradual experience requiring time, advice, and strong support. Therefore, we are committed to standing not only behind our feature-rich products but also alongside the people who use them, meaning that even from your initial contact with our staff here at Digitcom, our interest and concern for you and your company’s telecommunication needs will be evident.
Digitcom System Training
Before your new voice system goes “live”, your Digitcom Customer Service Representative will be available on-site to provide system training for all company staff. It is during this time that training sessions (45-minutes to one hour in length) between your Digitcom Rep and groups of six to eight employees will be conducted. Training in small groups is emphasized because it allows for better question-and-answer exchange and gives all employees a better opportunity to properly learn the benefits of the system. To increase both employee familiarization and comfort for the new system, your Digitcom Rep will also distribute comprehensive training guides and customized memos/flowcharts during these sessions.
It is this in-depth training procedure that allows Digitcom to stand out from the competition, as we are dedicated to taking every step possible to help your employees better understand and feel more comfortable with this new technology. It has been our experience that however hesitant or wary some employees may be towards the system at the beginning, with our training, once they recognize the benefits the system confers, they will enthusiastically embrace the changes.
Simply put, our excellent staff will be with you and your company every step of the way, and if our training happens to leave a question unanswered, we’re just a phone call away. We look forward to working closely with you.
Digitcom Response Times
Digitcom boasts a 2-hour turn-around time for any major emergency (i.e. system failure) experienced by a customer. Our 24-hour emergency hotline means qualified, professional support is always available from one of our highly trained on-call Technical Engineers. 24 hours a day, 7 days a week, guaranteed!
Even with minor problems (i.e. system adjustments) Digitcom is committed to solving the problem within 24 hours of receiving a client’s call. While the solution may require as much as an on-site visit or as little as receiving a comprehensive answer over the phone from one of our qualified technicians, whatever the case may be, Digitcom continues to strive to correct any problems as quickly and efficiently as possible. We understand and realize the importance of your communications system as your lifeline to the business world, and we will work hard to make sure that that lifeline remains intact.
With the high user-friendliness of the system itself and the strong support, both customer-oriented and technical, provided by Digitcom, your firm is sure to experience only high user acceptance and a smooth transition to your new telecommunications equipment.
With the purchase of any phone system, Digitcom is committed not only to helping your company transition onto the new system, but providing ongoing service and support as well. In addition to the one year of service and support that Digitcom includes with all its systems, we offer affordable Service Contracts for anyone in need of ongoing support. The cost for this additional service is approximately 10% (often times less) of your system’s original purchase price.
This contract, which includes all software upgrades, hardware, and service maintenance, naturally ensures continued high-quality service to both your system and employees, which, of course, comes with our 24 hour technical support guarantee, with a 2 hour response time for all system emergencies. This also gains you access to the “Digitcom Customer Center” web site, and free access to a system administration seminar which we host on a monthly basis at many of our Digitcom offices.
Customer Escalation Procedures
Here at Digitcom, when it comes to Technical Support our mission is to consistently provide your business with high quality resolutions to all of your support issues in the most expeditious manner possible, meaning that our dedicated and hard-working team will bring to bear any and all resources available to resolve any support issues you may encounter.
If for any reason you feel that your issue is not being given the appropriate attention or priority, the following “escalation” procedures are available to all our customers:
How to Escalate a Support Issue
Escalating an “Existing” Support Issue
If you have an existing Service Order open that needs to be escalated, contact the Technical Support Engineer that is handling the issue and request that the call be escalated. If you do not feel comfortable with this, you can contact one of our Technical Support Managers or your sales rep, either of whom will immediately review the issue and get back to you to discuss the action plan needed to resolve it. In this way we ensure that your support issue will receive the level of priority and attention required.
Escalating a “New” Support Issue
If it is a new support issue, log a new Service Order and immediately ask for the issue to be escalated. You will receive a return phone call from your Digitcom sales rep (account Manager) within 2 hours. (If the account manager is not available you will be put in touch with an alternate account manager within 2 hours that will address the issue). The account manager will review the issue and get back to you to discuss the action plan needed to resolve it.
Once escalated, we will agree on regular times for conference calls and/or status updates as appropriate. If the issue is due to a “bug”, we will work with the appropriate resources, including engineering, to develop an acceptable workaround or solution. If a “Temporary Fix” is required, it will be prioritized and processed based on the severity of the problem, the impact on your business, and whether other alternative solutions are available.
If these steps still do not find the resolution you deem necessary, please don’t hesitate to call Digitcom’s General Manager, Jeffrey Wiener, at 416-783- 7890 X 201 to discuss your options.