CrystalMedicalcouk About Crystal Medical and Telephone Support

Having an enterprise wide CRM system to augment the customers experience with Crystal Medical is one of our main priorities and we are happy to announce that this is now in place. We have also the engaged a 24/7 specialist customers service company who respond to all voicemail messages within 3 business hours. This demonstrates a commitment to a quality experience for our customers across the whole value chain and ensures a total quality experience for the company’s many valued and new customers.
All Initial support tickets are to be initiated using our online form which features prominently on our site. Once a notification request of your support need is received, trained operative will call you back quickly and arrange for either a service visit to repair or a replacement and collection of the equipment. All service ticket requests or voicemails will be responded to within a target of 3 hours or an exception raised and a Senior Manager is informed and the issue put into urgent mode.
Crystal Medical defines a single support incident or request as an issue that focuses mainly on one single aspect of the product, e.g., use of a specific documented feature of the product, or assistance with a specific problem or error range. While this support requirement can involve other parts of the equipment, addressing other faults may possibly constitute a separate issue that requires an additional support ticket response from the specialist responsible for that type of fault or issue. Single support incidents may sometimes involve several phone calls, email correspondence or visits. Crystal Medicals support associates are fully authorised to determine what characterises a support issue.
Quality Process
Once an ticket is logged onto our system as being valid within the extent of Technical Support, a resolution of a Technical Support issue will be defined as accomplishing any single one of the following criteria:
· Providing an acceptable solution to the issue
· Providing a acceptable work-around to the issue
· Determination by Crystal Medical that the issue is a product enhancement requirement and escalating the request to Product Management
· Escalation of the incident/product defect by Technical Support to the Engineering department for call out or replacement
You can see more About Crystal Medical and Telephone Support here

Stephen Soos
www.crystalmedical.co.uk
Crystal Medical - The biggest online marketplace for medical and beauty equipment.