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Technical Service

Introduction to CEE’s customer service system
To provide customers with full-scaled, in-time and well-qualified service has always been CEE’s basic principle since its foundation.  As far as we are concerned, not only our advanced and reliable products but also our full-scaled and well-qualified service contribute to the Company’s credit, for which reason, we have built a strong service team consisting of technical experts.

Target of customer service
CEE basically aims at customer satisfaction.  We try to help our customers in their career achievements, for we believe that customer success would gradually turn into our own success in the long run.  To be specific, we offer our customers knowledge on information system and industrial production, computer network technology, e-business technology and technical consultancy.  We constantly consider that customer satisfaction, which we have been striving for, more important than competition and try our best to help our customer survive the competitions.

Principles for customer service system
    Customer service system should be customer-oriented;
    Customer service system should focus on quality;
    Customer service system should function in service and resource supervision, coordination and management;
    Customer service system should be self-adaptive (including technology, management and operation) ;
    Customer service should cover all services within the normal guarantee period for delivered projects and services listed in customer service contracts;
    Customer service should be contract-based, reasonable and mainly technical.

Roles in customer service system
    Customer service manager: manager and coordinator in the whole customer service system with a broad area of technical knowledge, outstanding cognition, control, foresight and leadership meeting modern demands.
    Customer service expert: analyst and decision maker with in-depth, specific and comprehensive theoretical and practical experiences in at least three technical fields.
    Customer service executive: executive of customer service who is able to carry out specific service actions independently, carefully and responsibly.
    Customer service secretary: personnel in charge of the businesslike work within system integration department and the first receiver of customer service requests.
    Customer: the person entitled to such service.

 

Types of service

Introduction

Response

Hotline and long-distance service

The customer can turn to the hotline for support and help when a problem or breakdown occurs.  If such way does not work, given the ultimate customer’s authorization, we would guide the technical personnel from the customer’s side or solve the problem directly through long-distance internet connection with the customer’s system.

7*24 hour service hotline:010-59283951

On-site service

When the customer’s problem cannot be solved by the hotline or long-distance service, we would send technical expert to the site as soon as possible and give software improvement suggestion helping the customer enhance their application ability.

On-site training

We also offer training classes or on-site displays in order to promote the customer’s abilities in software installation, software operation and common software and systematic problem diagnosis.

Follow-up survey

Through phone calls, mails, interviews, faxes, and emails, etc., we are able to know whether the customer is satisfied with the technical support, system condition, project implementation, after service and training of our products and strive for even higher customer satisfaction by analyzing the survey results and finding solutions accordingly.

 

Case levels and upgrading report process
    To efficiently solve customers’ service requests, we classify the cases into the following four levels with different responding time limits:


First level cases

Cases resulting in the current system shutdown or vital impact on ultimate customers’ business

Second level cases

Cases greatly affecting the current system’s performance or customers’ business as a result of malfunction

Third level cases

Cases lightly affecting the current system’s performance with most business in normal operation

Fourth level cases

Cases requiring information or support on the system’s function, installation or configuration and hardly affecting customers’ business


 

Diagnosed time limit

First level cases

Second level cases

Third level cases

Fourth level cases

1 hour

Manager of the service-providing department

 

 

 

4 hours

General manager of Operation Center (report to the manufacturer support center, e.g., Cisco TAC)

Manager of the service-providing department

 

 

24 hours

Related VP in charge

General manager of Operation Center (report to the manufacturer support center, e.g., Cisco TAC)

 

 

48 hours

President of the Company

Related VP in charge

 

 

72 hours

 

President of the Company

Manager of the service-providing department

 

96 hours

 

 

General manager of Operation Center

Manager of the service-providing department

Customer satisfaction survey
In order to continually improve our service, the operation management department will carry out after each service a survey on the service personnel, service organization and the service system using the survey results as the basis for customer satisfaction evaluation.

Documents regarding customer service system
Technical configuration information: the evidence of project delivery and original information for technical service during the guarantee period submitted by the implementing department after the project delivery;

Customer service record: customer service information including customer information, service request, service items and service conformation.

System maintenance
CEE provides free system maintenance during the guarantee period and charges only the cost after then with regular follow-ups and checks each year.

Fault clearing
There are three kinds of network faults:

1. Emergent faults
Emergent faults refer to those caused by system malfunction or mal-configuration or major software errors and the customer’s key business application has been thus affected.  We promise phone support, long-distance dial-up and on-site service in this case.

2.Major faults
Major faults refer to those caused by system malfunction or mal-configuration or partial software errors and the customer’s business application has been thus affected.  We would first offer phone support / long-distance dial-up and also on-site service if necessary.

3.Minor faults
Minor faults refer to those caused by system malfunction or mal-configuration or software problems and the customer’s business application has been partially and slightly affected. In this situation, we would offer phone support, long-distance dial-up and on-site service in turn till the trouble has been cleared up.

The customer is supposed to provide the product serial number in phone solution or on-site solution for a better quality of service.  We will set up a record for all the problems occurring in the customer’s network and make further analysis so that the similar troubles won’t arise again.

When the contract products do not function properly, we will offer long-distance solution after diagnosis in the shortest time and also send experts to the spot if necessary.

When the contract products have caused system breakdowns because of low quality or mal-implementation by CEE, we will offer free exchange, troubleshooting and compensation according to the contract.  Emergent support service is also promised to our customers.


 
 

 

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