24x7x365 Dispatch, Help Desk, & Tech Support
The central hub of the Essintial℠ customer support operation is our Technical Assistance Center (TAC) located in Mechanicsburg, PA. This facility operates 24x7x365 providing round-the-clock technical and logistics support with approximately 100 US-based resourced providing support to customers around the world throughout the full lifecycle of service events.
How We Run Our Call Center
Fielding more than 25,000 events per month, Essintial’s headquarter-based Technical Assistance Center operates 24×7 each day of the year to ensure that every service we provide is executed smoothly from beginning to end. Enabled by Information Technology Infrastructure Library (ITIL) methodologies, the process starts at either electronic or phone call receipt where the request is validated.
Once entitlement is vetted, our Preferred Provider Network technicians and nationally positioned inventory are sourced and dispatched through our workforce management solution, and then tracked for service level agreement compliance. Level 1 technical support is available at every step in the process, from call initiation through completion, and every service call is closed by capturing all of the requisite data for accurate invoicing and business analytics.
To maximize the efficiency of our Technical Assistance Center support staff, we employ LEAN continuous improvement processes and dedicate separate individuals to the Technology Projects that we design and execute. This separation creates a “mini” Project Management environment to ensure that we meet the performance and scheduling parameters that we set for all enterprise equipment service calls and projects. We also evaluate the TAC team at least quarterly to validate that our resource availability and organization match client requirements in order to maximize responsiveness.
Benefits of Essintial℠ Technical Assistance Call Center
- Immediate access to high-level technical resources
- Coverage hours are customized to meet your unique needs
- Live help desk support available 7x24x365
- E-mail, chat, phone and web-based support
- TAC utilizes InContact ACD cloud-based contact center software solution
- Incident creation via cloud-based self service or API
- Customer web portal for real-time visibility to service event status
- Auto-dispatch capabilities
Learn More About TAC
Essintial’s technical assistance call center is uniquely comprised of separate specialist teams, formed to address each customer’s unique needs and requirements.
Plan your enterprise technology service with Essintial for the assurance of on-time, every time support.