» Service Level Management

Fundamental in our approach to delivery is the Single Point of Contact (SPOC) help desk organization. Our SPOC provides access to all major OEMs and our network of service delivery professionals. Customers dial one number or access one web site for all technical service needs. Essentially, the SPOC provides our Service Management infrastructure for managing the people, processes, and tools/ reporting necessary to consistently ensure that the appropriate personnel and parts are deployed to meet the service level requirements.

Our Service Management application includes call tracking, customer asset inventory, and parts consumption within an integrated CRM tool. Parts/spare inventory management and financial functions are performed within our system. We offer our customers the ability to enter or inquire regarding support transactions via the internet, email, pager, or call us on our toll-free number. Our processes and supporting technologies can be integrated into nearly any customer environment to simplify the entry, status, closure, and reporting of all service events.

Our call Service Management application is the backbone enabling the flexibility in our support processes. Utilizing the vast information stored in our system, we offer a series of out-of-the box and customized reporting solutions, tailored to each customers needs. Reporting is an area that significantly differentiates Apex from all other support solution providers. Our emphasis on asset management oriented processes and decision frameworks results in a level of operational and financial information that our customers use to make more informed procurement, support, and maintenance/warranty decisions.

Technology continues to be an important aspect of the field maintenance support process and we work to maintain current skill-sets and certifications wherever relevant.