Al-Harbi Telecom, Inc

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Description

Al Harbi Telecom Support: For 24-hour technical support: Call +966 1 450 2299 Extension 444 Fax: 966 1 470 0231 Email support@alharbitelecom.com Customer Care and Service Management: AHT will provide a unified platform for recording, diagnosing, assigning, monitoring, and managing customer trouble tickets from opening a ticket to solving the problem; Make service information available on a permission basis across all customer touch points; Analyze trouble tickets across the enterprise to identify patterns and initiate programs to improve responsiveness and quality of service. In order to meet such criteria AHT has the following: 1. Kingdom Customer Service Centers located in strategic cities of the Kingdom (Riyadh and Jeddah) 2. Measurement and Metrics to reach customer service goals. 3. Monitoring metrics for service order time, MTBR, etc. Helpdesk 24/7 : The AHT helpdesk 24/7 expertise is “just phone call away ” any time of the day or night, every day of the year. The customer can call the assigned AHT Local Support office in the Kingdom a quick consultation or direct communication in any step of the handling process. This speeds up the communication with AHT and in turn gives faster answers to questions and problems. With this service element, personal assistance is available 24 hours a day 7 days per week. AHT helpdesk 24/7 makes problem handling easy and quick. The AHT support organisation becomes a natural part of the client ’s operations and they get maximum benefit out of the AHT ’s support agreement. Standard and Emergency Handling : AHT ’s key to success is to work with the client all the time. Whether standard or emergency service, it is available 24 hours a day, 365 days per year. AHT is focused on giving the customer a quick restoration of equipment in the event of an emergency. With Emergency Handling the client reports any emergency situations to AHT via the telephone, email or Fax. Technical Support Staff from AHT with will quickly be available over phone or directly via a remote connection and the service is not considered completed until an agreed solution is reached or when the situation is no longer at hand. Afterwards, AHT provides a written report, containing a detailed description of the disturbance and recommendations of actions. These are then followed-up at regular meetings between the client and AHT. Emergency On-site Support : It is possible, as an extra security, to have an AHT technician available on call out for on-site visits in emergency situations. This can also be the case if a remote connection is not possible to establish. A technically suitable person will be sent to the site and will, together with the AHT support organization, recover the emergency.

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