Arrow ECS Customer Services
At Arrow ECS, customer satisfaction is paramount. We are committed to reliable, flexible and expert customer support that ensures our implemented solutions continue to exceed expectations.
Arrow ECS's Customer Services team provides premium post-sales technical support with the flexibility of tailored support packages to meet your business requirements. Our highly skilled engineers have the additional knowledge in underlying infrastructure and operating systems to enable us to deliver the highest quality customer support for our customers.
Customer Support Centre
Arrow ECS' Customer Support Centre is permanently staffed 24x7 with technicians, readily available to resolve any technical difficulties, providing peace of mind to over 10,000 customers.
- 70-strong multi-lingual Support Team
- 24x7x365 Customer Service operation
- Proactive service monitoring and event management
- Multi-discipline Support Team structure:
- Frontline team with soft skill, Service Call Management focus
- 2nd/3rd line teams with specialist technical and break-fix focus
- Aligned to IT Infrastructure Library (ITIL) framework for service management; senior management all ITIL Accredited
- Clearly defined service management processes (incident management, change control, major event, escalation)
- Common Service Desk (HP OpenView) platform across operational and support teams
- OSS (Operational Support Systems) team provides best-of-breed customer support for:
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