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PARTNER SERVICE CENTRE
Distribution of partner service centre
Nowadays we have more than 50 service centres collaborating with us, this fact guarantees to get projects in all over Spain.
•The partner service centre staff is formed by 250 people.
There are three levels of service centres according to time availability and the agreed minimum service. The 9X5 network, the 13X6 network and the 24X7 network.
Assessment criteria of service centres
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Technology |
| They have the necessary technology and technical skills to carry out their processes efficiently. |
| They propose ideas to improve processes. |
| –They have tools to evaluate their technicians' productivity. |
| The transactional process management is computerized. |
| Technicians are provided with the necessary knowldege. |
| There is an effective communication between technicians and customers. |
| Technicians have the necessary technology to work efficiently. |
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Quality |
| Solved incidents in the first visit exceed 85%. |
| –Used spare parts is below the average. |
| Materials are not lost or broken. |
| Needed technical coordinator assistance is below the average. |
| They are concerned about customers' necessities and interests. |
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Responsibility |
| –They report to Soporte Multivendor about changes and important problems that may affect the relationship. |
| They reply customer's requests to arrange visits. |
| They offer alternatives to solve the customers necessities. |
| They share innovative ideas. |
| •They deliver the service. |
| They supply services within the agreed respone times. |
| –Spare parts are identified correctly when it is necessary to repeat the visit. |
| –They return filled breakdown warnings and spare parts on agreed term |
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Cost |
| –They concentrate all the services in one delivery to minimize work time and consumed spare parts. |
| They offer competitive prices. |
| They have an ethical behaviour in business and legals. |
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