ABANA’s promise: 60 minutes only to resolve field service problem
Technical support system known as Fast Track™ Service. ABANA is the only company in the GCC that offers one-hour solution time to resolve hardware and software problems reported by its customers. With its Fast Track™ service, ABANA promises to resolve a field service problem within 60 minutes of your phone call (in major cities). We promise not just to arrive at your site within one hour, but to also resolve the problem. We offer this service 24 hours a day, 365 days a year. The Fast Track® is available in all cities and their surrounding the 18 service centers of ABANA Kingdom-wide.
ABANA operates its own bi-lingual Help Desk that serves as the Single-Point-Of-Contact (SPOC), which stands in the center of our customers, field service engineers, and other support personnel. The Help Desk is equipped with Interactive Voice Response (IVR) system that allows customer calls to be processed automatically. Aside from the IVR system, the Help Desk is also equipped with other software and hardware systems such as field service management solution, WAN support, email integrated fax server, Microsoft Exchange based e-mail, and many other solutions. The Help Desk operates with well defined standard operating procedures that are integrated with other processes within the ABANA and customers.
ABANA has more than 400 support staffs and field engineers that continuously undergoing training locally and internationally to acquire up-to-date knowledge ensuring delivery of fast and efficient services.
- 19 service centers Kingdom-wide
- 24/7 availability including holidays
- Installation, delivery, and training
- Emergency response
- Preventive maintenance
- Equipment and software troubleshooting
- Well trained and equipped field service engineers (cars, mobile phones, GPS, tools, laptops, spare parts, & service units)
- Live monitoring of machines
- Security monitoring
- Site environment monitoring
- Trouble ticket tracking
- Service Level Agreement (SLA) management
- Extensive reporting
- Interactive Voice Response (IVR) system