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
Receiving a Call
Planning
On-site Support
• 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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Solid Info Tech is an IT service provider dedicated to providing software solutions and digital operations to retail businesses. We provide global services, support and full channel solutions to drive the digital transformation of our clients' businesses with the latest IT technologies.
Tokyo, Singapore, Shanghai, Wuhan
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