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"Flexibility is one of the key words I would
use when I describe FrontLines Global Support. It is flexible
for our customers, especially those in different time zones, providing
them 24*7 access to knowledge, support and RMA services. Its flexibility
has lead to greater throughput for our calibration services -
loosely a 20% to 25% improvement. Another element of the flexibility
can be seen when there has been a requirement to have some new
ability configured into the product. These abilities have been
programmed into FrontLines software at a very reasonable cost
and timeframe easily absorbable within the Customer Support budget."
"Smooth is another word I would use to describe
FrontLines Global Support. Our clients can see exactly what is
happening with their returned units and the people who need to
be kept informed throughout the return process are done so automatically
and seamlessly. The result has been satisfied clients and no more
fire fighting issues to resolve."
"Virtually paperless is another key phrase
I would use when describing FrontLines Global Support. Prior to
FrontLines we had 20 separate forms traveling around with each
return now there is only 1. Myself or anyone on my team can be
anywhere in the world and access all the information they need
about the servicing of any unit with just a few key strokes. Now,
with some recent enhancements we requested, our customers have
online 24/7 access to their calibration certificates. If it is
lost or destroyed they can simple print a new copy."
"Empowering is the final word I would use
to describe my experience with FrontLines Global Support. I can
now create a report on all Issue and Return activity within just
a few moments which in the past would have taken hours or even
days to produce. When I go to department meetings I now provide
hard data to back up customer support issues. Our knowledge center
InfoChange has been expanded to include our multi language data
sheets. This has been very well received by international customer
base. When our customers need to find something all they have
to do is search knowledge base."
All in all we have enjoyed great success with FrontLines Global
Support.
Bob Turnbull, Technical Service Manager, Instantel a Division
of VeriChip Corporation. www.instantel.com
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