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 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