SmartCare Support
We judge our success, not simply on providing IT networks and excellent service to our clients, but also on the productivity and competitive advantages our clients achieve through the systems we supply - the very reason behind their investment.
At Prodec Networks, we have developed a comprehensive suite of SmartCare support services designed to help our clients optimise their networks. In addition to a standard range of services, we offer bespoke, multi-vendor solutions across all technology sets.
24 Hr x 7 Day Operations
Our centralised Technical Operations Centre is operated 24 hrs x 7 days x 52 weeks by teams of highly qualified engineers who provide first, second and third line multi-vendor support. Our teams use best practice escalation procedures to ensure access to senior level engineers and technology specialists as and when required. Our extensive testing lab fully supports the engineering activities by allowing replication of our clients' networking issues. These facilities aid swift resolution of our clients' networking problems.
Nationwide Coverage and Advanced Parts Replacement
Our advanced parts replacement service is supported by our eight UK Field Service Locations (FSLs). We have a strategic partnership with leading logistics company, DHL, who provides us with access to more than 50 further FSL locations throughout the UK. Tight key performance indicators ensure that within 30 minutes of a call being placed, the requested replacement part is identified, collected and en-route to the client. This extensive supply network ensures that we can deliver a nationwide four hour response (two hours in core metropolitan areas). Uniquely, Prodec Networks offers its SmartCare service to the Channel Islands and Isle of Man.
Bespoke Solutions
Prodec Networks’ extensive operational capabilities enables us to offer bespoke support solutions. Should this involve rapid set up of local FSL’s, or holding bonded, high-availability spares directly on-site, our dedication to flexibility and service excellence ensures that the situation is addressed in a completely seamless manner.
Service Excellence
We are passionate about service excellence which we achieve in part through clear and proactive communications. This is imperative to ensure our clients have the comfort and knowledge that service will be restored within the agreed period. To help with this communication, clients are provided with online access to our Service Management Centre giving real time visibility of case information 24 hrs x 7 days a week.