Case Studies

Fashion Boutique Retailer

SDS has operated a break/service contract for several years, performing ahead of customer expectation with SLA, accurate troubleshooting and ticket completion covering all of North America, including the Caribbean. 

Project Details:

  • Assigned Project Management for day to day customer interaction 
  • Software interface development for customer interaction
  • Onsite and remote dispatch and support of Technicians, Electricians, Engineers, Installers, etc.
  • Call center tracking of technician ETA
  • Call center technician check-in on site with site questions
  • Call center updates of technician progress on site
  • Site completion form signed and finished 
  • Call center onsite technician check-out with completion questions
  • Deliverable processing and submission to client
  • Customer customized project reporting
  • Customer customized billing reporting 
  • Quick turnaround invoicing
  • Service level agreements with key performance indicators
  • Servicing infrastructure and equipment for break/fix dispatches
  • Extensive location and technology surveys 
  • Customer equipment management 
Supporting Large Enterprises Worldwide