Case Tracking

Once a case is open the customer is informed of each step taken during the entire process with documented results of any procedure initiated and what next steps are in order if the issue hasn’t been resolved. This is communicated by phone, email or through the service web portal.

Once a case is closed [resolved] a manager follows up with a call to the customer to inquire how the team performed and was the problem resolved to the customers’ satisfaction. A merit rating of the service team is vital to advancement within the organization and the efficiency of how well the team performed is paramount in this regard.

Once the case is closed a document is produced describing the issue and how the problem was solved and is incorporated as part of our knowledge database. The support team and customers have access to this information and have the ability to perform queries on problem issues with documented solutions for future reference.