Customer Service

Exceeding Expectations with World Class Customer Service

The BCS Global “Video Presence Solutions Team” is dedicated to providing our customers with world class customer service that truly exceeds their expectations, and customer service is an integral part of our company’s overall customer value proposition.

To provide consistent delivery of superior service and support, BCS Global focuses independently on each stage of customer service to ensure that all elements of our service are provided and supported in a way that drives the most success for our customers.  The key stages of Customer Service are:

1. Provisioning of Services
2. Turn-up of Services
3. 24 x 7 Customer Support
4. Ongoing Account Management

Throughout the entire process, BCS Global provides customer with an entire system of customer support activities that includes people, technology and processes to ensure any requirement, question or concern is addressed and resolved as quickly and effectively as possible.

Provisioning of Services:

BCS Global works directly with you, any associated network provider and our own internal technology group to ensure that the initial provisioning of your services goes smoothly and is delivered on-time.  As important, the Video Presence Team is there to handle any problems that may arise so that you can continue to focus on your core business without additional distractions.  BCS Global has the ability to assign unique Project Managers and System Engineers to assist throughout this process and play the role of liaison to bring together any key stakeholders.

Turn-up of Services:

Once fully provisioned and tested, the BCS Global Video Presence Team will assist your organization in fully “turning-up” your Virtual Presence or iView applications within individual offices and throughout your entire organizational footprint.  Initial training is also available to ensure that you are fully aware of all of the features the service has to offer.

24 x 7 Customer Support:

BCS Global offers 24 x 7 Customer Support, available directly by phone and via face-to-face real time video during weekday business hours.  Whatever your needs may be, our Video Concierge service is there to assist you, and our technical staff and provide whatever level of support you may require.

Ongoing Account Management:

Ongoing Account Management is a responsibility we take very seriously at BCS Global, and have dedicated an entire team to ensuring that your ongoing business and technical needs are met effectively and consistently.  By working in an ongoing basis with your company, our Account Management team provides a single source of contact for your organization and can assist you in finding additional ways to maximize your company’s use of BCS Global’s video communication and collaboration solutions.  Additionally, if requested, our Account Management team can provide quarterly usage reports and analysis so that you can completely understand how, when, where and why your company is utilizing the BCS Global solutions.

Bringing it All Together:

Together, our Video Presence Solutions Team and Account Managers are here to provide support for whatever your company’s needs may be, and help solve any issues that may arise along the way. 

For more information about how BCS Global can provide your company with world-class customer service, please contact us at 647-722-8500.

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