International Turnkey Systems launches ITSupportLink

The system is designed to allow online, round-the clock comprehensive and customised services to provide clients with speedier, immediate and real-time resolution to their technical issues.

"ITSupportLink has the compelling features of a self-help desk which lets customers create, submit, monitor and manage service requests online and also review the status of previously logged requests," said Dr. Costas Constantinidis, Senior Marketing Manager, ITS.

"These features give the client hands-on-access to a new level of control over their service accounts. Additional functionalities include automated response mechanisms and the ability to manage an installed base which dynamically tracks, maintains and updates information on products and solutions delivered to customers.

"By reallocating common requests to the web and offering e-mail based communication, it reduces operational and service costs for the customer."

Customers will have the freedom and flexibility to personalize the contents and layout of the homepage to suit their individual requirements. Further, as an information portal, ITSupportLink provides news updates on products relevant to the customer and also pro-actively notifies about important events through personalized alerts. Plans are in the pipeline for expansion of the self-service options of the support tool through the addition of features like a dynamic searchable knowledge base, which would facilitate easy access to known technical solutions.

"ITSupportLink is an extension of our comprehensive strategy and an expansion of our existing commitment to deliver unique and state-of the art support facilities to help ensure the business success of every customer," said Constantinidis.

"We believe that this virtual support system, as a true service differentiator, will enable us to build enhanced relationships with our new and existing customers by empowering them with convenient, secure and personalized access to technical expertise and resources via the web, on a 24/7 basis."

To highlight the new service, ITS will rollout 'ITSupportLink' in a roadshow market awareness campaign across Saudi Arabia (Jeddah & Riyadh), the United Arab Emirates (Dubai), Qatar, Bahrain and Lebanon.

The event will provide insights into the new customer support initiative and also highlight the significant advantages of leveraging an online channel for IT support and assistance. Technical demonstration of ITSupportLink with a focus on its business benefits, revelation of roadmap and illustration of customer experiences are part of the agenda for the campaign.

"ITSupportLink is already being used by a large number of our customers in the banking, telecommunications and the oil and gas sectors," said Mr. Ammar Ayesh, Senior Product Manager, IT Services, ITS.

"By holding this extensive campaign we not only intend to further promote the adoption of our online support services, but we also look forward to gauging our customer needs and preferences which will make our support processes more efficient and effective."

ITS offers a wide portfolio of services such as IT infrastructure support, applications software support, facilities management and education and training. Services directed toward meeting the specific support needs of clients are Self Support, Basic Support, Business Critical Support and Mission Critical Support, and uniquely designed Service packages-ITSBronze, ITSilver, ISGold, and ITSPlatinum.