Friday, December 16, 2011

The Northwest Group Customer Care Center

In 2009, we recognized the need for faster remote support so the Northwest Group implemented the Customer Care Center.  This resource is comprised of certified IT specialists who are trained on a variety of technology solutions including hardware, software and network infrastructure.   With our CCC, we are able to provide our customer base instant response to daily issues involving print, scan, and fax. 

As our customer base continues to grow, so does our call volume. A top priority for the NWG remains to be finding more efficient methods to get our customers up and running again. When you place a service call at CTX, QBSI or Pinnell, you will speak with our CCC support who will immediately try to remedy the situation remotely.   Using state-of-the-art technology, we are able to remotely connect to your computer to see exactly what you are experiencing.  If after this remote session, we feel an onsite technician is required, then one will be dispatched to your office.  With this process in place, we have seen a 33% reduction in our onsite technician requests, simply because most issues are being resolved remotely.  This has been a tremendous relief for our customers who simply don’t have to be down very long and can continue with their day-to-day business. 

When you call us, we are your neighbors, we understand your needs and we know that you also need to stay productive and your device is a large part of that.  So give us a call and experience the terrific support from our Customer Care Center!

- Kristopher: Customer Care Center Manager

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