Acendex designs build and support information and communications systems for small and medium organizations. We are business-savvy technicians who listen to your goals, then develop high-performance solutions that translate into competitive advantage.
That’s why when Acendex decided they needed to implement a new field service application to continue driving their competitive advantage for their customers, they chose Fieldpoint. Now that the field service application has been installed and running, Johnathan Husi president of Acendex had this to say., “In addition to the quality of service, our clients prize fast response. Our customized implementation of Fieldpoint’s field service application has enabled our customer service and field engineering departments to work as a team. This helps to ensure that the first available, most qualified engineer is dispatched to our client locations.”
Acendex tracks all their customer service requests dispatch technicians and tracks their performance using Fieldpoint’s service management software. They depend on the software to help them run their business.
“Dashboards help our customer service team track the progress of client support and a ticket aging system highlights any requests for service that have not been handled in a timely manner. The ability we now have through the Alert system to ensure that requests for support don’t get lost in the shuffle or forgotten altogether has been instrumental in our ability to increase the volume of service we are able to deliver without an increase in headcount” says Johnathan.