EDO has over 25 Years of Experience in Supporting
Advanced Electronics Hardware and Computers
We provide unique customized Help Desk support solutions for each OEM client.
OEM Do You Need Help?
- Are you in the dark on how to provide customer support?
- Do you know what processes or personnel to utilize to efficiently support your customers?
- Are device or equipment problems impairing your business?
- Are your engineers and/or technicians spending to much time fixing problems and not attending to business?
- Are testing your latest software or hardware releases draining your resources?
- Are you having a problem keeping up with or ahead of your competitors because your staff is busy supporting customers?
- Do you want to give your business a shot in the arm?
- Is budgeting your customer support a big headache?
EDO can help solve your technical support problems.
Types of OEM Equipment Supported
Our technical support help desk provides seamless installation, configuration, and troubleshooting support for OEM equipment such as:
- Network Storage Devices
- Network Servers
- Wireless Devices
- Desktop Computers
- Laptops
- Monitors
- CD-ROMs
- Sound Systems
- Video Cards
- Hard Drives
- Network Interface Cards
- Modems and Routers
- Network Peripherals
- Scanners
- Printers
- Digital Cameras
- Uninterruptible Power Supplies (UPS)
OEM Support Services
EDO's technical support services include:
- Help Desk/call center outsourcing.
- Providing inputs to the OEM regarding documentation and bugs.
- After hours and overflow call center support.
- Toll-free access for your customers.
- Help desk support via telephone, e-mail, and fax.
- Internet eSupport.
- Highly customized technical support.
- Call screening, routing, logging, tracking, and ownership.
- Escalation to 2nd or 3rd tier support specialists and when necessary to the OEM's engineering/support staff.
- RMA and fulfillment.
- Hardware or software testing and emulation support.
- Customized activity reporting.
- Performance based incentive programs.
- Defined service level commitments.
- Evaluation metrics for measuring service level performance.
- Dynamic support customization and improvement based on changing OEM and/or service level needs.
- Support and Quality Assurance processes that ensure customer satisfaction with the OEM's products.
- A custom-tailored Help Desk, staffed by a designated and specially trained support team.
- Development of FAQ's and knowledge bases.
- Flexible and detailed activity reporting based on the OEM's requirements.
- On-time start-up and implementation of support.
- Competitive technical support pricing.
- Flexible support hours to meet the OEM's needs: overflow, after hours, and 7 X 24 X 365.
- Flexible support hours
OEM Support Advantages
Using an EDO customizable support solution enables OEM's to:
- Guarantee that the OEM's rights will be observed.
- Dedicate management single point of contact.
- Reduce customer support costs.
- Improve customer satisfaction.
- Provide customer support without the headaches or capital expense of developing, staffing, and maintaining an internal help desk.
- Expand the complexity and breadth of support operations.
- Focus on core business objectives.
- Selectively outsource calls based on business requirements, customer needs, support capabilities, and budget constraints.
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