Competence Centre Unicode
An integral part of the services provided by UNICODE SYSTEMS is also comprehensive support for the operation of petrol stations and central systems. In the form of management support through the Competence Centre, as the service operates at present has been set on the basis of our time achieved best-practices in 2009. The key objective of the newly built division was to ensure maximum and qualified support to our users directly via telephone line and maximally speed up of servicing via remote access. In the case of necessary visit was objective the most accurate brief of onside technician and made service intervention in the shortest possible time.
User queries and service incidents are forwarded to the Competence Centre via mail or phone, and equal priority is assigned directly according to importance of the impact on the operation of the petrol station or central systems. According to this classification incidents are handled and processed during contractually predetermined period, which needs to be dealt with. All communication and gradual solution of incidents is recorded from the takeover in the internal helpdesk information system which is also accessed by customers. It is due to be able to monitor the status and gradually resolve incidents.