Great customer care is at the heart of what we do and how we have built such a successful business. From initial contact, through purchase, and after purchase, we make sure that all of your needs are met and that you are happy to call yourself our client. At every phase we can be counted on to deliver exceptional service. With FTS you never have to concern yourself with whether or not you will reach a live person or automated system when you need assistance. A live person will always be available to help you resolve whatever issue you may have.
Our customer care department of seasoned professionals is here to address all of your questions and concerns. You will find our customer care team to be informed, efficient, friendly, and always ready to help.
At FTS Solutions we provide immediate phone support and troubleshooting of all the store lanes of our current client base. This includes proactive monitoring of your system health, and next-day (when available) equipment replacement.
Our system is developed and supported in-house, which allows us to streamline the process of troubleshooting any problems and getting you the immediate answers you need. Whether you call or email, our system generates tickets through our online HelpDesk portal. These tickets not only guarantee that a tech specialist and subject matter expert will give your problem priority, but also allows the progress to be tracked and monitored until your problem is resolved.
|Problem Type||Examples||Our Target Response Time||Action|
||Causing immediate revenue loss. Impacts my ability to do business. Needs urgent support.||All terminals at a store are not working.||Biz hours – minutes
Other times – 2 hours
|Call immediately, leave message if no response. Open ticket after the fact.|
||Impacts my ability to do business. Can continue to operate for a short period of time. Need support soon.||One terminal at a store is not working.||Same day||Try to triage internally (reboots work 95% of the time), then one of:
||No immediate impact to business. Will improve efficiency or make functions easier or better.||A report is not working correctly.||1 Week|
||Low priority bug fix or enhancement request.||Cost containment functions.||Months|
Remote Access Support
Onsite support is not always physically or economically feasible, nor is it always desired by clients. We believe that providing remote access support is an efficient, less-intrusive, and client-friendly way to get our current client base rapid contact and resolution of their pressing technical problems. The FTS support representatives provide flexible appointment scheduling and are experts on the ins and outs of the CYGNUS product and all related hardware.
Our remote access support team and advanced diagnostics tools allow us to pinpoint and resolve all new hardware installation problems and other typical support assistance issues. Through remote access we can provide immediate support when our clients most need it, at a time that is convenient for them. This service also allows us the ability to connect and control unattended lanes for non-store hour installs, maintenance, and upgrades.