Real-time customer advocacy
We’ll work with you to identify and implement a tiered support methodology that best suits your program, workflows and environment.
Here’s an example of how this typically looks:
- Tier 1 support, provided by your member services team, addresses participant enrollment, device registration and simple technical system support issue resolution.
We provide documentation and training for your team during implementation, including resources for troubleshooting, site navigation and application usage. Together, we’ll identify and train various support resources using a “train the trainer” approach and creating a domain expert for your team. Your services team also provides Tier 1 technical support, with assistance from iMetrikus.
Customized solution design can include Tier 1 support via iMetrikus resources. Ask us for more information.
- Tier 2 support from iMetrikus, provides in-depth troubleshooting utilizing proprietary tools for in-depth investigation, analysis and pinpoint issue identification and resolution.
- Tier 3 support is provided by iMetrikus. If our Tier 2 Customer Care team cannot resolve an issue, it is immediately escalated to the development team for review and resolution. You are provided with timely status updates and your Program Manager oversees the entire Tier 3 process.
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