6.1. Overview

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