CUSTOMER SERVICE AND SUPPORT
Grand-Flo’s helpdesk service and support connects with customers immediately on any channels such as phone, email, social media messaging and other remote management on an as-needed basis. Our service desk is focused on customer service experience and software troubleshooting, by providing guidance and resolution to enterprise application users. Customers will get the care they need for their software difficulties with our single point of contact helpdesk support – a better communication for less technology- and software-driven operational downtime.
With these simple ways to contact our service desk, you can be rest assured that we’re handling your requests with no delays, by providing you the duration it takes to reach a resolution. The streamline escalation management of our customer support allows us to stay focused on what’s the most critical customer issue at the moment.
Our certified IT support specialists are trusted by many and ready to resolve emergency issues, to get mission-critical operations up and running. Available 365 days with a record of over 95% SLA achievement, our customer support is on-call at regular working hours, including weekends and public holidays. Currently, Grand-Flo’s helpdesk support covers organizations located in Malaysia, Singapore, and Brunei.
HOW OUR CUSTOMER SUPPORT CAN BENEFIT YOUR BUSINESS
We offer proactive customer services designed specifically for performance-oriented organizations. With our business-critical service desk, companies can facilitate quick recovery from interruption and maintain high availability on their data management systems.
The incident support is a support model that helps our service desk to manage, investigate, and resolve a problem or an issue from the beginning of the customer contact until the resolution – regardless of the number of emails or calls. Incidents include hardware, software or system failures that require immediate attention of the IT support specialists for IT troubleshooting – in an effort to reduce downtime and other negative impacts to business performances.
Grand-Flo’s IT support specialists receive a variety of service requests from end users. Also known as the “request for service”, a service request is an additional service – within or out of the work scope specified in the maintenance contract – offered in order to meet the requirements of our users.
Service requests are usually recurring and generally involve the following items, but not limited to –
- Program installation or setup
- Extraction, consolidation and import of data
- User training
- Project rollout
- Program testing or system integration testing (SIT)
- Standby support on Saturdays, Sundays and public holidays
In today’s digital world, IT support plays a major support function in almost every business and industry. But all too often companies overlook this critical component due to the costly IT department setup or the hiring of full-time IT specialists.
However, Grand-Flo’s IT personnel outsourcing services are here to bridge the gap. Delivered by a team of IT experts, our IT outsourcing services are tailored based on customer requirements to meet their’ specific needs.
We provide an unparalleled level of IT outsourcing that is not only broad in its scope, but also deep in its expertise.
With the growing adoption of laptops and smart phones by professionals as means to work almost every second, the need for mobile support and solutions is on a constant hike as well.
Our mobile support with mobile device management capability grants organizations IT controls and visibility for data access and security, as well as tracking and inventory for company’s mobile devices used by employees.
Grand-Flo’s mobile support with MDM provides the following core functions:
- Proper and rapid deployment of devices
- Physical assets tracking
- Applications and content management
- Device and mobile remote support
- Security and safekeeping of data and devices