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 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.
Revision: 11
Last modified: Nov 04, 2021


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