At XGT we are committed to providing our customers with an impeccable level of service and support. Our Customer Care team accompanies you throughout the process. Whether it’s assisting you with an RFP before the sale, providing software training or sorting out a technical inquiry, we are with you every step of the way. Our technical experts support you anytime, anywhere and on any matter, providing you with the following assistance:
- Consulting Services
- Solution Delivery
- Maintenance & Support
- Knowledge Center
The XGT Customer Care team:
- Maximizes site performance
- Minimizes down time and reduce mean time to repair
- Lowers total cost of ownership and maintenance expenses
- Accelerates deployment of new technologies and services
- Speeds integration with existing 3rd party equipment
- Trains your staff to become highly skilled site technicians and support staff
- Provides unlimited software upgrades
XGT customers can take advantage of our professional Business Consulting services, providing indispensable expertise and know-how along the entire value chain. From the pre-sale stage through to delivery and implementation, our experts accompany you and your business in all technical and commercial aspects. Our ability to provide you with end-to-end business consulting services reduces costs and significantly shortens time to market.
The XGT approach consolidates three decades of experience with global market knowledge, invaluable situation analysis, familiarity with the competition and in-depth technical expertise. This uniquely positions XGT to provide insightful market perceptions and business diagnoses that are aligned with market needs.
Our team work worldwide and has an extensive knowledge to ensure a solid professional platform and tailor-made solutions. Using leading structured methodologies and specific best practices enables rapid implementation and quick deployment, and ensures our customers to deepen the grip on the market through XGT solutions.
The XGT team of experts works hand-in-hand with our customers throughout the solution lifecycle, with an emphasis placed on providing a favorable ROI, added value and a positive impact on the bottom line. To drive your competitive edge, our team guides you to the business solutions needed for long-term growth and profitability.
We offer you efficiency and service that previously seemed unattainable, taking you through the entire process – from initial investigation to full deployment – including steps along the way: site survey analysis, pre-sales planning and custom design.
XGT delivery services are built upon vast experience and best-practice project management tools that ensure optimal planning, effective management and successful delivery of XGT solutions to our customers and partners. The delivery team manages the implementation process for all XGT-related activities – from project design through to acceptance sign-off.
After expression of interest or order, the XGT Project Manager conducts a project quality assessment according to your specific business needs. The PM accepts the Statement of Work and contacts you to commence project planning.
A project kickoff meeting is scheduled with all stakeholders. The XGT Project Manager collaborates with you to prepare a project management plan specifically structured for your solution. The proposed scope, solution, design and deliverables are validated with you and your team to ensure proper alignment with your business requirements. A Scope of Work document is prepared and agreed upon.
XGT arranges all necessary training and consulting with your organization according to the defined scope of the project. There is also an option for the XGT team to perform the solution installation.
Monitor and Control
Project status, performance and risk analysis is coordinated and communicated with all stakeholders throughout the project lifecycle, and the actual project performance is tracked in comparison to the confirmed project plan.
The XGT Project Manager reviews the entire project with you and your team to confirm that it is complete and implemented to your satisfaction. The PM then hands the project over to the Maintenance & Support team for ongoing service.
Maintenance & Support
The XGT Customer Care team offers personalized support at three different service levels, ranging from basic services and ad hoc response to a comprehensive SLA that includes 24/7 support and real-time response.
XGT maintains an around-the-clock customer call center and an on-line ticketing system used to receive and process Service Requests. Our qualified service staff includes technical specialists and product engineers who provide high-level remote and on-site support.
The latest service methodologies and a wealth of accumulated professional knowledge enable XGT to shorten response times, meet service goals and exceed the expectations of our customers.
XGT has invested considerable human and financial resources in creating a comprehensive knowledge base, a platform of professional and technical know-how that we share with our customers:
- On-site training sessions
- Customized on-line training sessions
- White papers
- Technical manuals, documentation and more…
We provide you with adapted training programs per the needs & requirements of your organization, trainee role, level of knowledge and experience, both remotely and on-site.
As part of the implementation process, we help our customers establish methodologies and procedures for system configuration, rollout, operation and support – in order to achieve the best efficiency, reduce time-to-market, lower costs and maximize support capabilities.
In order to expand our customers’ knowledge and expertise vis-à-vis XGT solutions, products and systems, we provide periodic follow-up training sessions as well as on-demand education for system administrators, in-house trainers, sales members, technical staff, etc.