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| TechFORCE
customers can track the status of their service calls from anywhere,
24 hours a day. |
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| TechNEWS |
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| TechFORCE Provides Each
Client with a Dedicated Technical Account
Manager (TAM) |
| TechFORCE provides their customers
with a dedicated account team and an assigned
Technical Account Manager (TAM) to enhance
the support relationship and provide the customer
with a single point of contact. |
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| What
does the TAM do? |
| TAM’s are
focused on serving customers' needs on anything
that relates to supporting their IT environment
currently under a support agreement with TechFORCE.
Each TAM has a small pool of accounts to manage.
However, some accounts will have a dedicated
fulltime TAM or even an onsite TAM for those
customers that require such a service. |
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| The TAM, in conjunction
with the Customer Care Department, acts as
an internal advocate to make sure that the
appropriate resources are engaged to resolve
any support issues. The TAM facilitates the
delivery of all support services including
replacement parts and works directly over
the phone and with the onsite field engineer
to make sure that all of the customers support
requirements are being met. Our TAM’s
also share relevant technical information
with your staff based on an in-depth understanding
of your business and IT infrastructure. |
| What is
a Backup TAM? |
| A Backup TAM is
available in the event that the assigned TAM
is unavailable for a short period of time
due to sickness, vacation, etc. A Backup TAM
is kept abreast and up to speed on the customer's
environment and status so that if the assigned
TAM is unavailable, the Backup TAM can assist
the customer without interruption. In the
event that the assigned TAM is unavailable
for an extended period of time, a replacement
TAM will be assigned. |
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| How does
a TAM provide proactive customer management?
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| The TAM works
in partnership with the customer to manage
any open incidents, and strives to address
any issues proactively before they can affect
the customer's systems. The TAM strives to
keep the customer abreast of upcoming product
developments that relate to the customer's
specific needs, and suggests updates and upgrades
when appropriate. |
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