Service Desk
Through the Care Service Portal, your clients will have access to a knowledge base, specific to the details of their Audio-Visual (AV) or Unified Communications (UC) project. In addition end-users can contact us through the Service Portal to stay informed and up to date regarding their service requests or fault tickets.
Field Service Engineers
In the event that a site visit is required, our field service engineers (FSE’s) are located throughout the entire UK. We also have access to a vast network of registered and vetted freelance specialists.
This ensures all FSE’s are able to react to any customers request whilst maintaining the agreed response times and keeping our operational costs to a minimum, with that value passed to your customers.
Service Delivery Management
Your Sales/Service Account Managers will be assigned a single point of contact at Care-AV. Your assigned Account Manager will be responsible for pricing all service contracts and can even propose the contracts during project proposal stage.
To ensure that we are consistently meeting and exceeding expectations, regular service review meetings will be held on-site in line with the agreed contract conditions. Typically held quarterly or subject to requirements, key performance indicators (KPI’s) and reporting will be reviewed and discussed.
Typical service review reporting and discussion points include:
- Service requests
- Ticket status & management
- Scheduled KPI reporting (if contractually agreed)
- Preventative maintenance reporting.
- Fault management system.
- Incident occurrences & management
- Escalation occurrences & management
- Service Level Agreements (incorporating KPI’s).
On-site Support Technicians
Subject to the demand of your project, there may be a requirement for a Permanently Deployed Site Support Technician to provide dedicated AV & UC technical support. We can provide a full-time transition technician to be located on premises for a period options of 2 & 4 weeks.
There are many advantages to this service, as follows:
- Immediate response to issues.
- Custom user training sessions to enable client base to familiarise with systems
- Post assignment analysis including service improvement program
- Client feedback and surveys for customer satisfaction
- Immediate access to a fault management platform through Care-AV.
- Familiarity with AV estate resulting in tailored and efficient service delivery.
- Awareness and integration into customer philosophy and culture.
- Improved communication during fault analysis resulting in quicker resolution times.
- PMV can be conducted to a planned schedule and adapted in line with business activity thus reducing disruption.
- Training and development is provided by TVT and tailored to customer requirements.
- Reduced requirement for visits by field service engineers and associated administration.
- Planned and ad-hoc training can be quickly and easily provided to system users.
- Ability to develop and support daily operating processes to maximise user adoption and return on investment
- Reduced FTE within IT enterprise thus contributing to low operating costs
Additional Services
CarePortal
Your instant, on-site virtual support space.
CarePortal is leading the way for support, in the new web connected world. We have created a mobile responsive, web-based, self-service support repository platform, with omni-channel support escalation. Providing instant, on-site connection to helpful documents and videos. Access managed, cloud-based knowledge base platform (featuring your branding) directly on your phone through a QR code, without installing an app.
CareAnalytics
Analyse, react and preempt support across your entire MS Teams and VC estate and users.
CareAnalytics is a patent-granted online data dashboard for internal IT and Support Teams. Providing all the real-time data from all meeting rooms, peripherals and user information, so that you can check and diagnose problems if they come up, before they become a problem inhibiting amazing collaboration for your company and teams.
CareRemote
Remote equipment monitoring, proactive management & control.
CareRemote utilises the Utelogy™️ platform which is an intelligent, non-proprietary monitoring, management and control, software. It features impressive built-in analytics and reporting for all your clients AV and UC devices, wherever they are located.