24x7 Non-stop Global Hotline Services Go Live Now!

Do you ever wish that you could get technical support outside of office hours? Being unable get help until the next day or even, if it’s a weekend or public holiday two or three day’s time? Time is money, and delays cause problems which could cost a lot in terms of production shutdown, project penalties, a company’s reputation, and so on. With the purpose of helping customers improve such situations and giving customers more convenience, we are pleased to announce a 24x7 non-stop global hotline technical support service.

In order to build a 24x7 global hotline support network, four regional technical support centers (ANA, AEU, ACN and ACL) cowork together to cover the 24 hours of a day, each on-duty region (always during local office hours) will handle cases from other regions where the staff are not available (see the image below). During weekends or holidays, ACL and ACN teams support all global hotline inquiries in English and in Chinese respectively.

As well as the relay service provided by the four support teams, another key to success is the call flow mechanism among the four support centers. With the help of IT services departments, a pre-defined support schedule was configured to automatically route local toll-free calls to on-duty support centers in other regions through an internal VoIP system. In other words, when a customer makes a local toll-free call after office hours, the phone system plays an automated voice message informing customers that the call will be routed to another support team (see the image below). When the on-duty team finishes cross-region hotline service, these service requests will be recorded in Siebel for future reference.

The 24 x 7non-stop global hotline service program began its pilot on April 11, 2011, and since then the whole system/mechanism is getting better and more complete, making it a good time to release this information to all of you. It is envisaged that this new support system will not only increase our service competition but also raise customer satisfaction.