Overview - PUBLIC

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

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: 12

Last modified: Apr 13, 2022