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Technical Services Greg Brallier

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Technical Services Greg Brallier

  1. 1. Technical Support Greg Brallier Senior Director of IT and Technical Services
  2. 2. Technical Support Hours <ul><ul><li>Monday thru Friday Live Coverage Hours: Live-Person support 4am to 5pm PST. If a message is left during these hours, then we will call back customer within 1 hour. </li></ul></ul><ul><ul><li>7-day Coverage Hours: If a customer message is left outside of live coverage hours, then we will call back no later than the following morning. When away from the service desk, calls will be forwarded to mobile phones during and outside of live coverage hours. </li></ul></ul>
  3. 3. Technical Support Tools <ul><li>Fleet Monitoring System (FMS) </li></ul><ul><li>Live-Person dynamic chat services </li></ul><ul><li>GotoMyPC Remote Desktop Control </li></ul>
  4. 4. Technical Support Tools Fleet Monitoring System (FMS) Customer Robot Monitoring via the Internet -Robots report their status every 2 minutes -Robot Status Application -Robot Instant Messages (RIM) -Utilization tracking
  5. 5. Technical Support Tools Robot Status Application
  6. 6. Technical Support Tools Robot Instant Messages (RIM)
  7. 7. Technical Support Tools Utilization Tracking
  8. 8. Technical Support Tools Live-Person Chat Services If the user experiences a Connection failure a LivePerson Chat session is automatically started and tech support is there to help…
  9. 9. Technical Support Tools Live-Person Chat Services example LivePerson Chat Application is linked directly to InTouch Health Customer Service Data for quick Identification of Products and Users
  10. 10. Technical Support Tools GoToMyPC -GoToMyPC is the fast, easy and secure way to access our Robots from a Web Browser in real time. -Allows Technical Support staff to quickly come to the aid of a Robot or ControlStation via the Internet.
  11. 11. Thanks! Greg Brallier Senior Director of IT and Technical Services

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