IT all starts with great service
At XSTRA, we’ve built our reputation on a foundation of Xceptional Client support.
To assist us, XSTRA has developed a total ticket management platform called XCRM.
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
| For Clients who also have our XVOICE service, we now offer “White Label Client-Branded” XCARE solutions allowing Clients to have their phone calls answered in their own company name providing a thoroughly professional image to internal team members.
Nov 04, 2021