Committed to a high level of customer service, AV-BASE offers clients technical support via the telephone, e-mail, fax and its own in-house developed online reporting system.
Referred to as the Incident System, the online reporting system is a multi-purpose, interactive tool that allows clients to communicate with AV-BASE in a format similar to e-mail. More specifically, users can report technical support issues, ask for system and/or procedural clarification, order bar code equipment, or request software customization via the Incident System.
Once a client submits an incident, an individual tracking number is created. Clients can check the status, review feedback or add more comments to the incident via the AV-BASE web site.
Incidents submitted are closely monitored and responded to quickly by the Customer Support Group at AV-BASE. In fact, each incident is thoroughly reviewed and investigated prior to providing detailed, accurate responses, including updates on product developments and suggestions for process improvement.
Additionally, AV-BASE uses the Incident System as an internal Project Management tool: to assign specific tasks, group tasks into projects, track project milestones, ensure deadlines are met, and report on project deliverables.
Incident System Features
Easy-to-use interface for adding and viewing technical support inquiries
Instant communication with Customer Support Group in a format similar to e-mail
Quick access for viewing current incident status
Password-protected area to ensure secured access to incidents