barrister overview - field services solutions
DESCRIPTION
Barrister Global Services Network Field Services SolutionsTRANSCRIPT
Barrister Global Services Network, Inc.
42548 Happywoods Road
Hammond, LA 70403
Field Service Solutions
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Who We Are
1. Premier provider of multi-vendor IT services, delivering superior resolution to client/server hardware challenges
2. Serve commercial and consumer markets, including home-based employees
3. Long-term history as services provider
Founded in 1972
4. Woman Owned and HUBZone Certified Small Business
WBENC Certified
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Break/Fix Maintenance Services
1.Premium on-site services that deliver predictable and fast resolution, while reducing service costs
Warranty and non-warranty equipment
Line item and per seat basis
2.Flexible service levels for mission-critical and non-critical equipment
Same and next business day (NBD) resolution
24/7 coverage
3.Convenient single contract
Technology Deployment Projects
1.Cost-effective project services, managed from start to finish
2.Ideal for customer-specific requirements such as:Complex equipment installations
Office relocations
Inventory site surveys and asset tagging
Moves, adds and changes
3.Project events tracked in real-time via the Web Services Manager SM
Managed Helpdesk Services
1.Provide Level 1 – 3 services for a variety of customers.
Level 1 – Entitlement, basic triage
Level 2 – Intermediate triage, normally with a IT support person
Level 3 – Advanced programming and diagnostic support.
2.All services provided from Hammond, LA facility.
3.Provide both software and hardware support.
Contact Center Tools
1. State of the art IVR/ACD systems that allow for variety of customizations
IP based for advanced communication features.
Call Record/Monitor
Skills based routing
Multiple toll free numbers.
2. EDI Tie-in to Salesforce CRM
Offer as value add for business award.
Provides real-time communication between our two systems.
Eliminates swivel seat.
North American Service Coverage
1.Serve every zip code within the US, every province within Canada, Puerto Rico and the Bahamas
Vast Technician Reach
1.Manage over 15,000 certified technicians
2.A+, warranty-authorized, MCSE and CNE certified
3.Accurately qualify technicians by: Geographic coverage (zip/postal code)
Certifications
Product expertise
Availability
4.Field technicians backed by centralized Technical Support team
Supported EquipmentGeneral SystemsDesktop/Notebook PCs and peripheralsMulti-media PCs and peripheralsServers and peripheralsData storage systemsDesktop printersNetwork-enabled and high-volume printersNetwork appliancesHubs, switches and routersWindows NT and NetWare operating systems
Retail SystemsPOS terminalsFlat screens/monitorsScannersSignature capture and verification
devicesPrinters – thermal, receiptIn-store processorsKiosks
In-Home Systems Home PCs and peripheralsNotebook PCs and peripheralsResidential gatewaysHome networking hardware
Other Industry SystemsDigital photo capture and storage
systemsRetail banking document printing
systems
Financial services automated voice recording
Exceptional Multi-Vendor Management
1. Warranty-authorized service provider for over 20 manufacturers (above)
2. One of four global warranty service providers for Intel
3. Non-warranty service provider for products of over 200 manufacturers
Service Coordination
1.Total Call Ownership – from call receipt to call closure
2.Experienced Customer Care Agents and Customer Relationship Managers
3.Expert technical support
4.Multiple channels for call entry
Single 800 number – accessible 24/7, 365 days
Electronic input – more than 50% of calls
CustWA Service Tool1.Real-time management of service requests via
the Web
Anytime access – 24/7, 365 days
View of “live” status, with optional details
Online service histories
Online trend and usage reports
Electronic input of service requests
2.Benefits to your business
Easily manage service requests across end users
Increase productivity
Improve SLA performance and reconciliation
Interactive Report – Service Call Detail
Service History by Equipment
Past Performance
Nationwide maintenance and
support for EOUST.
Deployment of new PC’s at each
FAA office nationwide.
Nationwide deployment of PC and
software.
Equipment maintenance for 30
CAG offices.
Maintenance and installation on
all equipment at every SSA office
nationwide
15 library deployment of over
3,000 systems including custom
imaging