Evotec’s Business Support portfolio supports your information technology or business communications solution. We offer pro-active and on-demand service for your solutions. We offer your organisation reliability, commitment, accountability and capability.
PriorITel agreements provide tailored maintenance and support coverage for one or all of the following Business areas:
- Telephony
- IT
- Video Conferencing
- Electrical and Data Cabling.
PriorITel agreements typically include:
- Tailored hours of coverage
- National Customer Service Centre
- National technical Help Desk
- Field engineering team
Account Management
Evotec’s Business Support division offers Account Management services for our PriorITel customers. Our PriorITel Account Managers are the link for our PriorITel customers to all areas of the Evotec organisation. PriorITel Account Managers work closely with our national Customer Service Centre and our national technical Help Desk to ensure optimum response to all your enquiries. Your PriorITel Account Manager can assume responsibility for logging service requests and ensuring a speedy resolution to your issue.
Your PriorITel Account Manager will ensure your service requirements are prioritised, and that you receive assistance within the guaranteed response time frame. Our PriorITel Account Managers will assist with any sales enquiries our PriorITel customers have. Our PriorITel Account Managers will engage all Evotec departments to ensure your sales enquiry is fulfilled. This enables you to liaise with your trusted Account Manager, and also take advantage of the expertise within the remainder of Evotec.
Customer Service
Evotec offers its customers service and support across Australia. A key component of our Business Support offering is our national Customer Service Centre.
Our national Customer Service application provides our agents with full visibility of your company’s records. Regardless of where your business is located, or from where we answer your call, our Customer Service Agents have all the information at hand to ensure efficient and direct handling of your enquiry.
Our trained Customer Service Agents are responsible for the initial diagnosis of your fault and assignment of engineering resource for issue rectification. They will ensure you remain aware of the progress of your fault or installation, and provide an efficient communication channel between your company and the remainder of our Business Support team.
Help Desk
Evotec’s national Help Desk provides technical assistance and support to our staff, our contractors, and our customers. Operated by qualified technical experts, the Help Desk is responsible for:
- Provision of high level technical support
- National remote programming requests
- National remote diagnostics
- National remote fault resolution
- Assistance with training and operational procedures
Training
Professional IT and Communications training is a critical success factor in any technology project. User acceptance and ongoing productivity requires a carefully planned Training program which takes into account the user’s role requirements and their current knowledge and experience with Communications and IT.
Evotec’s Business Support portfolio includes Telephony, IT, and Video Conferencing Training solutions. Our training programs assist your company in achieving optimum use of the technology you have purchased. Our training courses ensure your staff can perform key functions in the minimum time possible and we include Train-the-Trainer content for key staff members who can the pass on their knowedge throughout your organisation.
Telephony Training
The investment in your new telephone system includes handset, softphone and headset training. Upon conclusion of the installation, handset training will be provided, by either our field Engineers or our training staff. We will work with you to optimise the effectiveness of this training, to ensure your staff receive the training the need on the day of installation.
We provide fast-start training to give your team full knowledge of the key features of their handset. This ensures your teams are confident with essential handset operation, giving them the confidence to use the new system from Day One. We believe this is key to optimising the productivity of your staff.
Evotec provides full support for our training sessions with easy-to-use training documentation. We have developed handset user guides which reinforce our training message. These documents simplify the use of your system, and ensure you make the most of your technology. Evotec understands that, due to staff turnover, you may require additional training of staff from time to time. We offer training refresher packages for purchase as and when you require.
IT Training
New IT solutions often require several factors to be managed and actioned simultaneously.
- IT Manager training
- Change in Business Practice
- User pre-installation training
- User acceptance training
- User ongoing training.
Evotec has a comprehensive process that identifies your particular requirements and goals, enabling a thorough approach to your IT training plan within your organisation.