Training and Support
Complete customer support from roll-out to ROI
Mobile business applications can be transformative to business small to large. Once in place, companies depend on their mobile business applications 24/7.
Gearworks understands the impact and provides training and support resources to help customers roll-out applications quickly and smoothly to ensure a rapid return-on-investment and 24/7 expert support to provide long-term confidence. The result – carriers become ever more mission critical for their customers earning loyalty and future business.
Together with the carrier, during launch:
- Packaging: Define application packaging and feature set to match customer needs and channel
- Support: Align Gearworks customer service with the carrier including 611 hand-offs and production issue escalation procedures. We provide carrier-branded level 1, 2 and 3 customer service function that can be structured to augment your customer service team. We guarantee our service with minimum response time SLA’s.
- Training: Configure and brand customer training programs from online, live webinars and self-paced learning programs for administrators to simple instructional guides for employees.
In support of customers through each phase of their adoption:
- Initial roll-out: Provisioning teams ensure customers get deployed, trained and running and provide a series of 2, 15, and 30-day calls to customers to ensure they are using the product successfully.
- Health Monitoring: Gearworks Guardian Angel system provides the support/sales staff with a complete view of customer health and enables outreach programs to “at risk” customers.
- Issue Resolution: When issues arise, U.S.-based expert support are ready to answer customer calls and address issues 24/7.
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