Whether for on-site assistance, technical support, or remote support, Excellanto is here to ensure our customers’ success and end-users’ business productivity. We offer dependable, on-demand support options including 24/7 technical and remote support and 4-hour and next business day global on-site support in over 100 countries worldwide. Through our state-of-the-art training programs, Support Central case management platform, U.S.-based Support Operations Center, and our network of locally based field service professionals, we deliver complete, one-stop technical product support services with unparalleled scalability and expertise.
All of our service delivery is managed from our India-based Support Operations Center covering the globe 24 hours a day, 7 days a week, and 365 days a year. Each case is owned and managed by a support professional who is certified in expert troubleshooting, diagnostics, and services delivery engagement. Our support team follows detailed customer service procedures and guidelines that outline all communication protocols and work instructions to ensure that we consistently deliver high-quality service performance that accurately represents each customer’s brand.
When on-site support is required, we leverage our global network of highly-trained field service professionals to perform service events worldwide. This network provides our customers with an on-demand, hyper-local field force that will continue to grow and expand, and that has the professional experience to deliver high service quality.
Support Central, our unique services management platform, provides integration and automation capabilities to streamline our delivery processes and allow customers to rapidly deploy, track, and manage all their services efficiently from their customer service system with the highest levels of quality.
Our focus on continuous improvement and monitoring ensures that we can deliver all services at a consistently high quality level; through our disciplined and automated processes, Source consistently achieves 95% and higher customer satisfaction ratings, 98% SLA achievement, and 99% first time fix performance.