05 24/7 Break-fix Network Support for Carrier Partner
Challenge:
An industry-leading carrier partner requires round-the-clock surveillance on their clients’ needs.
Solution:
The wear and tear of time and heavy use can cause even the best of equipment to fail, and there is no such thing as a convenient time for these problems to occur. For this reason, CCS constantly monitors repair requests at all times. During regular business hours, a dispatch team receives immediate screen notifications of service tickets. They then can locate and match the best technician in the client’s neighborhood to fulfill their needs. The service continues after hours and on weekends by an escalation team that receives reports of repair requests as they are made. This process that initiates the “rolling out” of break-fix trucks has been developed and honed over the last seven years and is fondly referred to by the CCS team as “stop-drop-and roll.”
Challenge:
An industry-leading carrier partner requires round-the-clock surveillance on their clients’ needs.
Solution:
The wear and tear of time and heavy use can cause even the best of equipment to fail, and there is no such thing as a convenient time for these problems to occur. For this reason, CCS constantly monitors repair requests at all times. During regular business hours, a dispatch team receives immediate screen notifications of service tickets. They then can locate and match the best technician in the client’s neighborhood to fulfill their needs. The service continues after hours and on weekends by an escalation team that receives reports of repair requests as they are made. This process that initiates the “rolling out” of break-fix trucks has been developed and honed over the last seven years and is fondly referred to by the CCS team as “stop-drop-and roll.”