At the heart of Vodafone's Unified Communication Group lies our Customer Care Programme, accessible 24 hours a day, 365 days a year. Our Customer Care Programme is managed and delivered by a dedicated team of professional who cover all aspects of the communications industry and who are on hand to provide assistance whenever necessary. Customers can choose any combination of support packages which carry a wide range of additional benefits that will add value to any organisation.
'Contact Central' has been designed to remotely sense alarm conditions and, based on their urgency, escalate them to an engineer. The system allocates faults, by skill, to our Helpdesk engineers or to our duty engineer's pager or mobile telephone by SMS messaging. This provides field service personnel with alarm information enabling them to remotely acknowledge, clear alarms, or review the site's alarm history.
We deploy Remote Diagnostics - a predictive maintenance solution which adjusts your system before a problem develops, resolving more than 50% of alarms without any human intervention and clearing more than 80% of alarms remotely.
To provide the highest level of service and support to our customers we have invested in ServiceSpan to prove a world class level of service regardless of where our customers are located. ServiceSpan provides a 24 hour availability of complex maintenance support and premium service response levels giving fast response and minimum system downtime.
With ServiceSpan's 24 hour remote monitoring and alarm management, 80% of faults can be dealt with remotely. The benefits this offers to our customers are:
