Corporate clients using ERS Biometrics’ time and attendance Web-based solution, now have a proactive support service available to them where devices are continuously monitored to ensure uninterrupted operation. Even before the client becomes aware that there is a problem with either the devices or the entire system, ERS is able to detect the problem and inform the client. If it cannot be resolved telephonically, a technician will be dispatched to the site to rectify it promptly.
ERS Biometrics sales director, Delme Hawkins says, “Our aim is to be proactive rather than reactive. A common problem is that the service level on response to call-outs is poor, leaving the customer without an operating clocking system – sometimes for days and weeks – and consequently payroll functions are adversely affected.
The T&A devices are monitored on a dashboard with a visual summary of the clocking devices and their locations within a company and branches, even broken down to be viewed by province. The system will highlight any problem related to the device communication, the GSM network or power failure. The client is also able to link in on the Web-based service and monitor their dedicated system.
The client is notified of any faults and when isolated, it is logged on ERS Biometric’s Support Log Ticketing System and the client can monitor the progressive steps made to handle the problem until resolved. ERS undertakes to dispatch a technician to site within 48 hours.
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