IT All Starts With Great Service & Support

At XSTRA, we’ve built our reputation on a foundation of Xceptional Client support called XCARE

To assist us, XSTRA has developed a total ticket management platform called XCRM.

To log a ticket, please send an email to: servicedesk@xstragroup.com
See other ways you can contact us HERE

XCRM is used by our XCARE teams to manage all aspects of a Client’s interactions with XSTRA.

XCARE has 3 technical teams, tasked with ensuring Clients receive Xceptional Xperiences every time:
  • XCARE Service Desk Team
    • XCRM Entity Records Management
    • End-to-End Ticket management
      • Escalation of Requests to the XCARE Rep Tech Team
      • Escalations of Incidents to all XCARE Help Desk Teams
      • Co-Ordinated 3rd Party Response management for Incidents & Requests
    • Service Level Agreement (SLA) targets management across all teams
  • XCARE Rep Tech Team
    • Undertake repetitious tasks based on set Procedures
    • Handle all Tickets of type: REQUEST – for XSTRA Equipment supplied to Clients
      • Specifically: Moves Deletes Adds Changes (MDAC)
    • Your request will follow strict change management processes
  • XCARE Help Desk Team
    • Incident Ticket Management for products and services supplied to our Clients – (“the Equipment”)
    • The team is split into silos, each trained and focused on a particular technical specialty
      • This ensures your incidents are managed in a time efficient manner
      • Your incidents are correctly managed with accurate records management
Other Services
For Clients who also have our XVOICE service, we now offer “White Label” XCARE solutions allowing Clients to have their phone calls answered in their own company name providing a thoroughly professional image to internal team members.
Revision: 16
Last modified: Aug 24, 2022

Feedback

Was this helpful?

Yes No
You indicated this topic was not helpful to you ...
Could you please leave a comment telling us why? Thank you!
Thanks for your feedback.

Post your comment on this topic.

Please do not use this for support questions.
https://x.direct/1/en/topic/welcome

Post Comment