Incident Resolution

Incident Resolution

	The response to a call from a customer with a problem or fault on their network is Computrad's main priority and, regardless of the issue, customers should only have to call one number. This is to access the Operations Control Centre which is manned 24 hours a day with both call logging operatives and technical specialists. These specialists respond to any call irrespective of whether it is a hardware fault, poor performance on the network or a technical enquiry. The Fault Logging operators log all incoming calls and ascertain whether they are hardware fault calls or a technical enquiries. For hardware faults, once a piece of equipment has been identified by customer, site and part number, full details are obtained to allow immediate confirmation of location, contact names, cover and contracted response times along with any site specific information such as access or security clearance issues and service contract details. Concise details of the fault symptoms are then recorded. Computrad's partnership with Trend has a clear Incident Resolution process, linked to the ISO 9000 approved Escalation Procedures, that ensures that all calls are handled in a fast and professional manner. This is detailed below.

Computrad/Trend's Incident Resolution Process

The Fault Logging Operators assign a unique fault reference for every call received and provide the customer with this reference. They then pass the fault to one of the Network Services teams for a 'first response'.

Engineers are all equipped with mobile phones on the Cellnet network and some are additionally equipped with pagers to ensure that they can be contacted at any time, anywhere in the country. Over 96% of fault calls are fixed on the first visit but, in the rare event of an engineer being unable to resolve a problem on-site, he will escalate the problem to a technical specialist and stay on site, with the fault, until such time as additional support and spares arrive. Alternatively, if it were a technical enquiry, this is passed to the Technical Assistance desk to investigate the problem and liaise with the customer to identify the necessary extra information required to achieve a resolution. This may involve escalating the problem to one of Computrad/Trend's troubleshooting consultants who will: provide advice, visit site, or liaise with either other service providers such as BT or the manufacturer of the equipment, as appropriate.

The customer is kept regularly informed and the 'call' is not 'closed' until the customer is completely satisfied that the issue or fault has been addressed.

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