| Software means service. In the computerization of industry, CVIC SE has always emphasized service first. Providing the best service, helping our clients become more competitive and growing with them define our corporate culture. “Keeping pace with the times and serving clients” is our motto and guiding principle.
a、Organization
The Customer Service Center of the Administration Department is responsible for the top layer of customer service: standardizing rules, defining working procedures and ensuring customer satisfaction.
The Project Management Center of the Business Department handles hot line calls, selects technicians, allocates assignments, evaluates customer service quality and maintains the service website.
A Project Maintenance Team is configured according to the needs of different projects. When a system has been tested, the business department organizes and equips a maintenance team according to the requirements of the project. The team is responsible for receiving and handling client requests, answering technical questions, checking the project status regularly and supplying other support as needed.
Branch Organizations and Agents are responsible for consultation, on-site support and regular checks.
b、Rules
In order to add more value to products and services, CVIC SE emphasizes software engineering and quality control. CVIC SE management is in compliance with the latest trends in international management. Based on ISO 9001 and the Carnegie Institute’s Capability Maturity Model (CMM), CVIC SE has established a “Working Criteria for Customer Service” in which all the detailed working contents, post setup, post duty, working procedures and document management have been stipulated clearly. There are also strict controls on the handling of consultation calls, e-mails and on-site support etc. by the Project Management Center, Project Maintenance Team and all the branches. This attention to quality ensures CIVC SE’s capability to offer satisfactory service to our clients.
Service response policy:
（1）Respond to a customer’s service application call within half an hour.
（2）arrive at the customer’s site within 24 hours if necessary.
Service Procedures:
c、Manners of service
CVIC SE can offer any service needed by our clients.: calling, e-mail, locale support, etc.
Hotline Consultation: hot lines are established and staff especially assigned for receiving calls. We can offer 24*7 service answering questions and instruct clients in the event of system failure.
Online service: CVIC SE’s website offers technical material, software downloading, product manuals, special business operations guides, fixes for common faults, industry solutions and so on. Through e-mail we respond to our clients’ problems and suggestions.
Remote maintenance: with the client’s authorization, we can access their operating system and deal with system failure.
Locale maintenance: assign engineers to the site and solve system failures.
Regular check: send specialized technicians to optimize and check for faults before peak performance is needed.
Locale support: depending on the maintenance agreement, a team formed of specialized engineers can stay at the locale and maintain the system. |
