coMPANY PROFILE
BACKGROUND
ETRONIXS, is a member of a focused group of companies with
- the technological strength to rapidly expand into new product ranges, target markets and geographical regions and
- great flexibility to respond to market trends and re-align its business as and when necessary
The core business itself has evolved to its present form today as a result of the merger of a number of companies, some of whom have been in business since 1993.
ETRONIXS provides customer centric, repair, maintenance and support, together with specialised infrastructure and end to end solutions for a broad range of computer, peripheral and telecommunications hardware and interactive electronic products.
STRUCTURE AND PROCESS
MANAGEMENT REPORTING
ETRONIXS operates on a centralised call management system, which is a complete ERP system that integrates:
- Call logging
- Pre-qualification and allocation
- Remote diagnostics and support
- Customer feedback and follow-up
- Logistics, and procurement of stock
- Service level monitoring
- Reports and management monitoring
- Escalation Management
- Asset management
- Invoicing
Day to day activities are measured via a detailed set of key result areas (KRA’s). The KRA’s are focused and address operational requirements to meet all service levels. A key pillar for success in the ETRONIXS business strategy pivots around a centralised, process driven, customer relationship management centre. The CRM acts as the watch dog for contract clients and is the final authority in the company’s strategy to manage day to day activities.
The results are measured by predetermined key result areas and the CRM reports the company’s performance on SLA and Operational efficiencies/deficiencies on a weekly basis to a Central Management Meeting. This information is analyzed and solutions for out of line situations initiated.All customer events are logged using the ETRONIXS service management system and each event is allocated a unique case reference
ONSITE SUPPORT PROCESS
The Process consists of:
- Telephonic or e-mail receipt of customer request for support by ETRONIXS national call centre
- Open customer service call
- Pre qualification of call
- Dispatch/Allocate/Schedule technician to effect repair. At this stage the spare part or sub assembly will be drawn by the engineer from ETRONIXS stock holding
- Resolve customer problem on site or defer call as loan unit has been installed
- Obtain customer confirmation of problem resolution
- Return spare part or sub assembly to ETRONIXS carry in centre for refurbishment or return to.
- Close service call
ALERT & ESCALATION MANAGEMENT
ESCALATION METHODOLOGY
The Central Call Centre number is 011 555-1500. The escalation methodology is based on a 3 level
escalation, managed and control via the CRM. The escalation can originate from the customer or
internally.
All calls can be logged via e-mail log@etronixs.co.za or via a customer specific mail address.
Details of The CRM manager, the field co-ordinator (for any queries with regards to technician schedules), the contract administrator (for any queries related to the contract or units that need to be removed/added), the escalations manager and the account manager are recorded in the Gearing document. The escalation manager is automatically updated via the CRM on all outstanding calls on a daily basis and calls that are heading out of SLA automatically escalate to prevent non-adherence to the prescribed SLA.
INDUSTRY EXPERIENCE
PARTNERSHIP WALLS
ETRONIXS have numerous reference sites where services are provided. Some of our major clients are contained in our partnership wall and the services provided vary from Money Handling equipment maintenance, to Enterprise Server Support, to Desk-Top support.
ETRONIXS – THE PEOPLE
BLACK ECONOMIC EMPOWERMENT
ETRONIXS has embraced the BEE initiative in South Africa via a Broad based Empowerment policy. The staff trust (of which all staff are equal participants) owns 35% of the company. With a staff PDI ratio of 74% (and never less than 70%), the effective BEE shareholding is > 25%.
MANAGEMENT
NICOLA MAHARAJ – Director – Managing
Comes from a technical and operational background. She has twelve years relative experience in the IT Industry and has been with the business since 1999
WARREN VAN NIEKERK – National Technical Manager
Comes from a technical and operational background. He has fourteen years relative experience in the IT Industry and has been with the business since 1999.
DEMOGRAPHIC TABLE
Ably supporting the group are some 23 engineers who have certifications in their respective disciplines such as A+, MCSE, HP Invent ASE (Accredited Systems Engineer), and MCP (Microsoft Certified Professional). They have certifications for other PC brand and clone range of products, peripherals and the other equipment that ETRONIXS supports.
With service as the core product, a necessary requirement for success is a team that understands and is committed to service delivery. This demands a team that is motivated, adaptable and rewarded for effort and to this end, the company encourages the entrepreneurial potential of all its employees. ETRONIXS is structured to facilitate, nurture and encourage the growth of this concept by allowing branches and service centres to operate as business units, focused on the mutual goal of cost effective, efficient service delivery to the client.
