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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SOLD INFO is an IT service provider specializing in delivering store and back-office services for global retailers. Our comprehensive suite of services includes POS systems, ERP, CRM, as well as hotline and on-site support, all covering the entire APAC region. With offices in China, Japan, Korea, and Singapore, we bring over 10 years of expertise in the retail sector to help our clients and partners successfully expand and grow their businesses across the Asia-Pacific market, ensuring operational efficiency and long-term business success.

Tokyo, Singapore, Shanghai, Seoul, Calgary
info@solidinfotec.com
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