Customer Care Centre
Dispatch Centre
- A single point of contact via a toll-free number
- Trained Technical Staff & professional CCC representatives
- Coverage is available 24 hours per day, 7 days per week, 365 days a year
- Our CCC acts as a direct link between Service Partners and Field Technicians
- Our CCC manages all service calls throughout their lifecycle.
- They manage work flow and assign calls based on location, urgency, skill set required and technician availability.
- Every service call starts and ends with our CCC.
Escalation Team
- Dedicated CCC Staff that handle escalations only
- Direct point of contact by e-mail or phone to the Escalations Team
- Guaranteed 10-minute response to all escalations
- A complete Escalation Path is available 24 X 7 as follows:
- Level 1-Escalations Team
- Level 2-CCC Manager
- Senior Level 1-Operations Manager
- Senior Level 2-President
Projects Team
- Dedicated CCC Staff that handle all projects, installs, IMAC requests, etc.
- Direct point of contact by e-mail or phone to the Projects Team
- Provides Scheduling/Technicians
- Provides detailed pricing estimates on labor, travel and expenses
- Provides multiple resource requests
- Obtains all required documentation that is faxed from site upon completion of work
- Provides summary/overview to our Service Partner upon completion of work
Logistics Team
- Dedicated CCC Staff that handle all Parts and Logistics
- Direct point of contact by e-mail or phone to the Parts Logistics Team
- The Parts Logistics Team utilizes our Call Management System to track all parts being shipped for service calls to ensure their prompt return.
- Daily Manifest from Service Partner to track all parts incoming to ensure defective parts are returned
- 3-Day Rule - Our goal is to return all defective parts within 3-days from when a call is closed
- Waybill numbers are provided for all parts being returned to our Service Partners
- One National Inventory count provided yearly at no charge
Warehousing Spare Parts
- NCS has secure warehousing in all field Service Centers to store Service Partner spare parts
- NCS maintains an accurate inventory of all Service Partner spare parts in an allocated portion of our warehouses
- NCS maintains a $4 million liability insurance policy
- Each technician carries a PPK (Personal Parts Kit) in their company vehicles with the spare parts that are used on a regular basis in order to ensure that SLA’s are met

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