PRODUCTS & SERVICES

Proactive Customer Care

Bigtech considers partnership to be a relationship between two companies that have an invisible seam and appear to be one from your customers' perspective. Internally we view ourselves as an extension to your service department, sharing joint business principals. It goes beyond providing a basic repair service; we must be able to provide other value added benefits that are required by both yourself and your customers. We are aware that our actions are a direct reflection on your reputation and that we must constantly endeavour to maintain the high level of quality set forth by you, our client and ourselves.

Bigtech utilizes a "Proactive Customer Contact" approach that includes any contact required from the time that the customer defective unit is sent to the repair provider, through to the time that the customer has received a repaired or replacement unit. This does not impact the initial call centre support of the customer.

This process focuses on the development and implementation of a custom-designed process to enable direct customer contact by Bigtech for any issues arising during the hardware support process. This will enable you to more proactively and effectively manage the customer service experience.

The goal is to improve end-to-end cycle times (TAT) and to increase the first-time fix (FTF) percentage. Improving both TAT and FTF percentages will together reduce the burden on you to manage exceptions and escalations, and will improve the overall customer experience.

In order to improve the return rates and cycle times for RMA's, Bigtech utilizes a custom designed process that enables you to more effectively track and retrieve defective inventory directly from your customers. Improving levels of returns reduces the burden to supply new products.