Support One Call Solution Center

One Call Solution Center	Support Overview
OnviSource delivers world-class customer support by responding to customer issues in a timely, accurate and professional manner through our One Call Solution Center. It is our goal to offer the most efficient, caring customer service with fast resolutions to technical and non-technical issues. One Call Solution Center is the focal point within OnviSource for customer communication, satisfaction and loyalty. It is a completely independent organization, reporting directly to a senior manager in the Company not associated with Sales, Service, Engineering or Operations, but fully empowered to be a customer advocate in all matters. Our One Call Solution Center staff has a high level of expertise and a broad knowledge of OnviCenter products. They are charged with documenting, tracking, reporting and communicating with all OnviSource customers on a number of customer related issues, including but not limited to service trouble tickets. Customers can receive software upgrades and technical support as well as product information through this specialized point of contact.
One Call Solution Center 800-388-8402 service@onvisource.com
Standard Hours of Operation Monday - Friday 8 a.m. - 6 p.m. Central Standard Time (CST)
Customer Issue Tracking To ensure support issues are handled appropriately and brought to a satisfactory and timely resolution, One Call Solution Center representatives monitor OnviCenter support cases. An integrated tracking system involves representatives and dedicated managers. Both parties assure timely closure of requests from within any department of OnviSource. At the conclusion of a support case, One Call Solution Center representatives conduct periodic customer service surveys to gather feedback regarding the performance of staff, products, services and solutions. These surveys enable OnviSource to stay abreast of customer needs while monitoring internal processes and performance.
Customer Focus Program Advocate In cases that go beyond the realm of standard support services, OnviSource assigns a customer advocate to act as a personal link between customers, outside vendors and OnviSource. Advocates follow the progress of cases closely and maintain communication with customers concerning steps being taken, the progression of their case and estimated resolution dates.