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We utilize and leverage cutting-edge technologies, real-time data and reporting metrics, and advanced client satisfaction scoring analytics to provide our clients with the mostcomplete technology services solutions in the industry.
Our use of technology enables performance, consistency and reliability. At Worldwide TechServices, we provide more than just the premier portfolio of technology services and solutions. We deliver smarter ways to manage, track, report, score, analyze, and improve the service experience for our clients. We do all of this while upholding the highest standards of secure computing and client privacy.
Worldwide TechServices Technology InfrastructureWorldwide TechServices has built a technology infrastructure focused on one thing – service to our clients. Most companies’ infrastructure supports many divisions across multiple service and product lines. As a services only company, every dollar of investment, every upgrade to our infrastructure is predicated on implementing best practices across one business. Our Technology Infrastructure has been built from the ground up to include both world class CRM and ERP systems, on-shore call centers, logistics and operations centers all backed up for our clients peace of mind through our commitment to business continuity. Worldwide Information Technology System (WWITS)WWITS is the engine that integrates all of the company’s service delivery expertise to solve technology challenges for our clients as rapidly as possible. WWITS enables us to manage our business, and your service event, from the initial call to its completion. Through WWITS, we manage over 3,000 technicians, 2 million help desk calls, 3 million service events per year and 7 million parts. WWITS industry leading and award winning features include: Real-time updates on:
Our clients benefit from our onshore 24x7 multi-lingual Global Command Center. This center can answer questions regarding a service event, including clarifications of call status and escalations. The Global Command Center, which manages over 2 million calls per year, also provides help desk and swivel chair services, training, technical support and problem triage and serves as the command center for our three local, off-shore call centers throughout Europe. Global Logistics CenterWe offer a wide variety of logistical support services tailored to meet everyday business requirements, all from within our best in class multi-lingual Global Logistics Center which provisions over 7 million parts with a value of $730 million across 300 stocking locations. Global Operations and SupportWe support an employee base of over 3,000 technicians worldwide. These technicians are available 24x7 to service and support our clients and they handle over 3 million service events per year in over 50 countries. Each technician uses the same tools to manage your service event, ensuring consistent standards and allowing for the anticipation of parts constraints or delivery problems so we can proactively address these issues and meet our Service Level Agreements. Global Data CenterWe maintain a completely redundant business continuity center located in a secure, off-site location. This disaster recovery facility is totally automated and will transfer all mission-critical systems within 20 seconds of a primary system failure. The business continuity center can run the company indefinitely, allowing for extended repair or recovery of the primary systems in the unlikely event this is necessary. The transition from our main systems to the recovery systems is seamless, ensuring complete data integrity at all times. |
