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Call Center / Helpdesk

A single call helps your internal systems work effectively.

Global Solution Services (GSS) provides helpdesk support services for trading companies, retail firms, auto dealers, mass merchandisers, and other businesses. We support their helpdesk functions, including business application operation guidance, troubleshooting, and fault
isolation, as if we were part of their organization. This allows them to focus on their day-to-day operations without being bothered by PC problems.

Remote support is also available on request. We can provide helpdesk support between 8:00 and 23:00 for up to 365 days a year.

Menu of Helpdesk Support Services

We offer several menu of helpdesk support services in addition to basic services such as business application operation guidance. You can choose any combinations of them to meet your requirements.

1. Basic helpdesk
Call handling, feedback, and incident management.
2. Customer engineer dispatch

(on-site service)
Dispatching customer engineers for on-site troubleshooting.
3. Kitting
Kitting for your equipment.
4. Send-back
Sending back your equipment to your stores.
5. Asset management
Storage and management of your equipment in our office or warehouse.
6. Training and education
Classroom-style or in-store training on store systems and others

1. Basic helpdesk

Service content:

Receive calls (for troubleshooting and operation guidance)
Escalation calls to your headquarters (IT and other departments) and relevant vendors and provide feedback.
Do checking and other work as requested by your headquarters (IT and other departments).
Prepare and submit Daily Incident Report and Monthly Report.
Store documents using information sharing tools (e.g. SharePoint) and manage escalation progress.
Report the monthly number of incoming calls, percentage of calls answered, and percentage of calls abandoned.
Prioritize calls and set up announcements via IVR (interactive voice response) when necessary.

※Other customized support services are also available.

Scope of support:

Applications (store systems)	Business application systems (POS system etc.) Microsoft Office (Word, Excel, Outlook etc.) Browser (intranet, Internet) Image editing software Groupware Attendance control system Supplies ordering system Virtual environment (Citrix etc.)
Hardware	POS terminal/PC (laptop, desktop） Router/TA Hub Printer Journal printer Windows Mobile UPS Phone/fax/combined phone and fax Digital camera Security gate Traffic counter etc.

2. Customer engineer dispatch (on-site service)

Service content:

Dispatch customer engineers to perform necessary tasks on site (including removal, installation and operational verification of equipment at the time of equipment failure, store renovation, new store opening, store closing, or promotional sale).
Provide customer engineer control via helpdesk staff (technical assistance, progress control).
Submit building access application (Contact the mall or store concerned in advance to collect the necessary information for building access application and submit the same).
Upon entry into the store, take photos of equipment installed (for later use in support).
On-site service is available nationwide.

3.Kitting

Service content:

Kitting for equipment
- Support a wide range of equipment including PC, POS terminal, printer, router, hub, hand-held terminal and customer count system.
- PC: Prepare a master image.
- Exchange parts or install additional parts as required by specifications.
- In the event of equipment failure, complete kitting and shipping the same day (provided the kitting request is received by a predetermined time of day).
- Kitting in advance of new store opening.

4.Send-back

Service content:

Send your equipment to your site (at the time of equipment failure, store renovation, new store opening, store closing, or promotional sale).
Locate the fault of failed equipment and send it to a repair vendor.

5. Asset management

Service content:

Store your equipment in our office (call center) or leased warehouse.
Prepare and share inventory management lists (serial management).
Take the necessary action for equipment in storage when its quantity falls below a predetermined threshold (e.g., purchase new equipment or transfer existing equipment between your stores).
Conduct inventory.

6. Training and education

Service content:

Classroom-style training for your store staff on store systems, including operation manual preparation, trainer education, training room arrangement and setup, and training schedule control.
Effective in-store on-the-job training at the time of system implementation.
Follow-up training after system implementation.
Training for your office staff with focus on office automation software and groupware. An additional helpdesk window separate from that for your stores may be set up (on a continuing or one-time basis).

Call Flow

Major Clients

Client name	End users	Number of end users	Main systems supported	Service Menu
Foreign-based cosmetic company (Company A)	Stores	446	Store systems	1,2,3,4,6
Foreign-based cosmetic company (Company B)	Stores	253	Store systems	1,2,3,4,5,6
Foreign-based apparel company (Company C)	Stores	54	Store systems	1,2,3,4
Foreign-based apparel company (Company D)	Stores	167	Store systems	1,2,3,4,5
Housing materials company	Builder’s offices	3,000	ASP-type customer management system	1
Real estate company	Offices	120	PC support for small and medium sized businesses	1,3,4
Educational institution A	Consumers	40,000	PC support for consumers	1
Educational institution B	Offices	50	PC support for consumers	1
Educational institution C	Consumers	1,000	PC support for consumers	1

※Service Menu
1．Basic helpdesk　2．Customer engineer dispatch (on-site service)　3．Kitting　　4．Send-back　5．Asset management
6．Training and education