Datapac

Out of Hours Customer Service

Datapac has been serving the IT needs of Irish organisations for over 27 years and during this time has become one of the foremost names in IT solutions, services and supplies in Ireland.

Part of our success has been due to our commitment to rapidly respond to the needs of our customers 24 x 7 x 365 and achievement of this around the clock service level means that we utilise the service of VoxPro in managing our Out of Hours Customer Service Line.  VoxPro currently provides our out of hours customer service line, alongside an emergency escalation process created around our set requirements.   The entire process was designed by VoxPro to eliminate error, ensure a simple and quick way for our engineers to respond to alerts and provide transparent reporting to Datapac.

VoxPro manages all calls received from our customers after hours, ascertaining the issue, logging the details and then sending them on by text message to the on-call engineer, as per the rota provided by Datapac. The on-call engineer simply has to reply ‘OK’ to the text message to confirm that he has received the message and this automatically logs in VoxPro’s system with a time and date stamp for reporting purposes.

If no reply is received from an engineer, VoxPro will employ an escalation procedure to ensure that the calls are received and accepted by the on-call engineer within our agreed customer service response times. VoxPro enables us to deliver exceptional support levels to customers and continuously monitors the service to ensure we can manage this in a way that remains cost efficient to Datapac.

Give your customers an around the clock response - talk to a member of our team