Fault logging and escalation

When clients have problems they like to speak to someone straight away. They also like to know that the problem is being logged, recorded and dealt with. Examples of businesses using this service are letting agents for maintenance, IT support, tradesmen, HR companies.

The Techvolution service can be in office hours to allow staff to focus on sorting out the issues. It can also offer a full 365 day 24 x 7 service. Our service starts with basic call logging and recording and builds up to first line support, call transfer, subcontractor call out and emergency call out to nominated staff.

We have our own online structured information gathering systems or we can work within the clients' systems as required. This could be a simple web form or a bespoke ticketing system which integrates directly with the clients' back office software.

We work closely with the client to ensure that systems are devised so that we collect all of the pertinent information. This ensures that the caller receives a helpful response and are able to work on and resolve the issue.