Solugenix is the Support Center partner dedicated to elevating your brand. We design your contact center solution to provide your customers with the best experience possible every time. Leverage the value of our TRACESM Center of Excellence, to drive successful outcomes for your customers.
Type of Support
Resolving support services challenges can be draining on an organization. As a result, you may seek a support center solutions for some or all of these services:
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IT Service Desk
- Tier 1 Technical Helpdesk
- Tier 2 Technical Support
- Desktop/Desk-side Support
- Application Support
- VIP support
- Customizable Support tuned to the needs of your business
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Application Production Support Desk
Complex business system or proprietary application support
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Product Support Desk
- Technical, Clinical or other specialized product support including Technical Support for Medical Devices
- Complaint and Inquiry intake and processing
- Product Recall
- Field Service Dispatch coordination
- Sales and Service
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Order-To-Cash Business Desk
- New Account Setup and Maintenance – New customer record creation and management
- Order Processing – Sales order processing
- Consignment Account Management – Consignment inventory management, audits, par level maintenance, close-outs, and consignment billing
- Account Reconciliation – Matching invoices to customer payments
- Delinquency Management – Payment plans, disputes, and escalation to third party
- Collections – Pro-active collections against terms, collections on aged balances, and collectability analysis
- Returns – Returns, exchanges and replacements, including credits and rebills
- Cash Application – Payment processing and cash application
- Field Service Support – Build lasting relationships with field personnel and customers
Extensive Support Capabilities
Resolving support services challenges can be draining on an organization. As a result, you may seek a support center solutions for some or all of these services:
Remote Support with a US-based Workforce
Increase the quality of your support function while keeping costs down with a remote support team based in the US
- Flexible Business Hours for Different Customer Time Zones
- Highly-skilled and educated support agents
- Multi-Lingual Agent Services
- Focused staff that rarely changes
- Continuous Training for Agent Growth
- Budget conscious service costs
IT Service Desk
Improve your team’s productivity using skilled and reliable IT Support to get your team back on track
- Tier 1 Technical Helpdesk
- Tier 2 Technical Support
- Desktop & Deskside Support
- Application Support
- VIP support
- Customizable Support tuned to the needs of your business
Application Production Support Desk
Finally resolve deep-rooted application issues with help from the experts
- Business Application Functionality Support
- Database Application Troubleshooting
- Proactive Application System Monitoring
- Business Application Data Reconciliation
- Batch Support Monitoring and Issue Resolution
Product Support Desk
Engage with a Product Support Partner dedicated to creating a positive image for your brand
- Technical, Clinical or other specialized product support including Technical Support for Medical Devices
- Complaint and Inquiry intake and processing
- Product Recall
- Field Service Dispatch coordination
- Sales and Service
Order-To-Cash Business Desk
Drive revenues with streamlined order management and relationship-based collection management
- New Account Setup and Maintenance – New customer record creation and management
- Order Processing – Sales order processing
- Consignment Account Management – Consignment inventory management, audits, par level maintenance, close-outs, and consignment billing
- Account Reconciliation – Matching invoices to customer payments
- Delinquency Management – Payment plans, disputes, and escalation to third party
- Collections – Pro-active collections against terms, collections on aged balances, and collectability analysis
- Returns – Returns, exchanges and replacements, including credits and rebills
- Cash Application – Payment processing and cash application
- Field Service Support – Build lasting relationships with field personnel and customers
Center of Excellence - TRACESM
The Solugenix Center of Excellence (COE) deepens its partnership with you by analyzing your current state processes and applying customized solutions that deliver specific improvements. These improvements can include everything from workforce and management training to process improvements that are sustainable and adaptable for the long haul.
- Dedicated “Center of Excellence” Team Focused on Support Center Best Practices
- Process Evaluation, Improvement & Development
- Quality Assurance/Quality Control
- Real-time Reporting
- Predictive Analytics
Our Qualifications
We take compliance and regulatory requirements seriously. Our team can meet the regulatory requirements of the following:
- FDA
- HIPAA
- ISO
- Sarbanes Oxley (SOX)
Workforce (Outsourced or Insourced)
- Workforce optimization & succession planning
- Proactive work load assignment & management
- Training development & delivery
- Monitoring & escalation processes
- Remote Support / Field Support
- Option to transition existing staff to our team
Locations and Technical Support Options
- Off-Site Service at Our Facility
- On-Site at Your Facility
- Off-Site/On-Site Combination (During Transition)
Contact Channels
- Telephone
- Web
- Live Chat
- Mobile
Support Level/Model
- Dedicated or Shared Services Model
- Customized Tiered Support Levels – L1, L2 and/or L3
Support Times
- Worldwide Live Answer Options (24x7x365)
- Centralized Support/Follow-the-Sun
The Results
When you partner with Solugenix to meet your Support Center Service needs, you will experience these benefits:
- Strict adherence to regulatory and employment requirements means you worry less about negative effects from non-compliance.
- An optimized workforce that reduces downtime and unnecessary expenses.
- Our qualified staff, optimized training processes, and closely monitored service levels often create elevated customer service performance and improved brand image for our customers.
Fortify Your Brand Loyalty
When choosing a partner for your support centers, you also partner with an organization that will become the face for your business. That is why we dedicate ourselves to making sure we deliver great impressions and build relationships by treating your customers like our own.
Solugenix Support Center Services can improve your service quality, alleviate regulatory concerns, and fortify your brand’s positive image. Let us help you create exceptional customer experiences that make you stand out from the competition.