Service Commitments
Our Service Commitments:
Our goals are to keep your sites up and running by providing the best in class maintenance, faster response time during emergencies, 100% maintenance completion, 100% on-time emergency service completion, maintain up-to-date equipment inventory and information, real-time online detailed readings and re ports, use best-in-class field service engineers to service your sites, appoint a dedicated Customer Support Manager to handle customer sites, conduct regular performance review meetings and set expectations, reduce demand call out, reduce operational and maintenance cost to customer, as well as to provide the following:
- 24/7 emergency service and national coverage
- 4-hour or less emergency service response time across the country
- 20-minute return call response from customer support manager
- 24/7 parts dispatch center
- 24/7 technical support
- Dedicated account manager
- Qualified field service engineers to support customer sites
- Fully functional and secure web-enabled reports and invoicing
- Invoicing accuracy and consolidated invoicing for all services
- Reduce demand service calls, costs, and increase uptime
- Real-time, online parts order tracking system
- Real-time, online preventive maintenance scheduling system
- Real-time, online customer site inventory tracking
- Monthly review meetings
- Remedial service quotes within 24 hours
- 100% follow-up on red sites and yellow sites
- Detailed maintenance service reports within 72 hours of job completion
- Detailed emergency service reports within 4 hours or sooner
- Follow-up call from customer support manager and field service engineer after emergency service completion
- Follow-up call from field service engineer after preventive maintenance service completion
- Cost competitive bids for replacement parts and labor
- Preassembled crash kits (includes 90% of all critical parts) shipped to site for emergency services
- Perform maintenance as per customer scope of work
Measurements:
In order to deliver our commitments and retain our customers, DC Group spent over 7 years developing our own software and infrastructure to suit your business needs. At DC Group, every day we make improvements to enhance our customer service and to meet our steady and steep growth. Using the following measurements, tracking, and reporting systems, we are geared to handle sites with multiple locations like yours:
- Real-time preventive maintenance jobs generation, tracking, and reporting system
- Real-time emergency service jobs logging, tracking, and reporting system
- Emergency Service Calls Tracking system
- Real-time accounting status
- Real-time DC Group quotes process status, tracking, and reporting system
- Real-time customer support manager performance tracking, and reporting system
- Real-time parts department performance tracking, and reporting system
- Real-time technician performance tracking, and reporting system
DC Group is a North America service organization that provides critical power maintenance to data center, telecommunications, hospitals and all other companies that require uninterruptible power for their business to operate.
