If your company is dealing with multiple hardware and software vendors, each with their own unique maintenance and support stipulations, you know this can be a major source of frustration.
Lauren’s Support Services team streamlines and simplifies the substantial administration efforts it requires to manage these vendors. Our dedicated team of professionals serves as a liaison between you and your vendors to ensure that break-fix and troubleshooting technical support calls are followed by rapid response times and meticulous problem resolutions in the in-warranty period.
Post warranty the Lauren Support Services team can draw up maintenance contracts that suit the service requirements and the budgets. These hardware and software support contracts can be tailored to be back-to-back with the vendors or structured around Lauren’s own suite of comprehensive services.
The result ? You spend more time on critical business needs rather than caught in the chaos of contract management. Lauren acts as an extension of our strategic partners’ service contract departments, providing a single point of responsibility—Ours.
With our proven contract services solutions, you’ll get a customized plan that includes
Pre contract site audits to document all warranties, serial numbers, levels of service, and types of equipment
Modification of multiple vendor support contracts to end and renew on the same day of the year wherever required
Advance notice of approaching renewal dates to ensure support contracts do not lapse
Liaison services to ensure vendors are providing you with fast and efficient technical assistance
Centralised Help Desk Services
The nerve centre of the Lauren Support Services team is the Help Desk team. With our secure, web-based Helpdesk Portal “Calleper”, you have visibility into the health of monitored systems, Trouble Ticket status and history, custom reporting and more.
The Help Desk continuously monitors in bound customer service calls both through the communications lines (mobile and land-lines) and through the portal when customers directly log in service calls. “Calleper” is in a position to track calls right from call logging through the response and resolution cycle until closure. Besides, the software is also in a position to provide statistical and performance information pertaining to average resolution time, number of calls and chronic problem identification. The help desk also monitors all equipment additions, changes, and physical locations.
