Global Support Center


It provides a central point of visibility to provision management, response,

coordination and personalization of technology services and support.


Highlighs:

- Exclusive support for Solid Info customers

- Product-specific expertise in retail solutions & devices

(Retail POS, RFID, NSO, e-Commerce, Omini-Channel solutions, etc)

- Tiered levels of support to match customer's business requirements

1st Level Support
1st Level support team are your phone and email ticket responders. We provide multiple language hotline support for the customers worldwide.

Capabilities:
2nd Level Support
2nd Level support are responsible for handling difficult and advanced problems which are escalated by the 1st level.

We are
a reliable extension of the customer's IT staff – filling in gaps whenever needed.

Capabilities:
Tiered Levels of Support
New Store Opening
New Store Opening Process:

- Collect information
- Allocate resources
- POS system planning & design
- Install OS & POS
- Store location analysis
- Store staff training
On-site Support & Service Process
Assign the task within 30       minutes of receiving a call.

For 1st tier cities, arrive at     the store within 8 hours.

For other cities, arrive at
   the store the next day.
Allocate resources

Confirm the token hours

Inform the store of
   arrival time
Internal training for all
   engineers

Customer survey before
   leaving the store

Call back after two weeks

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contact@solidO2O.com
2602, 26F, 600 Luban Road Huangpu district, Shanghai 200023
Solid Info Tech is an IT service provider of enterprise software and digital operations. We offer global service, support and omini-channel solutions, help to drive customer's business digital transformation with the cutting-edge IT technologies.