Customer Service Centre
Our Customer Service Centre is an essential part of our services for the operation of petrol stations and their central systems. The department was established in 2009 and it’s based on many years of experience and proven practices. The key objective of this division is to ensure maximum and qualified support to our end users directly by phone and the fastest possible service by remote access. In case a site visit is necessary our objective is to gain the most accurate information for our technicians prior to their arrival to ensure any service interruption is resolved in the shortest time possible.
How it works
User queries and service incidents are forwarded to our Customer Service Centre by email or phone, where they are further divided by priority. Priority is depending on the impact on the operation of the petrol station or central systems. According to this classification, incidents are handled and processed during a contractually predetermined period necessary for their resolution. All communications and final solutions of incidents are recorded into our internal central support system, which is also accessible to our customers, to monitor the status and gradual resolution of all incidents.
Our services provide three independent infrastructurally connected sites, of which, two are always parallelly occupied by a team of 2-3 technicians serving 24/7. The total number of people on the shifts is more than 40 skilled technicians who regularly alternate on both telephone support and on physical installations and service visits.
This way ensures a regular training for maximum qualification of technicians and their contact with the practical operation of petrol stations.
Currently, this set of organisational and technical measures manages more than 1,200 petrol stations in the way that:
- 87% of service incidents is solved remotely by 1st level support – HelpDesk
(call or remote access)
- 5% is solved by Expert Group
- 4% is solved by 3rd parties
- 4% of incidents is solved by repairs at service stations (mostly hardware failures)