FieldLogix Customer Support Process

Since 2002, FieldLogix has been striving to provide the best customer support possible in our industry. This has resulted in an A+ rating with the Better Business Bureau and a 97% customer support satisfaction score from Dunn & Bradstreet. The reason for our success is our well-defined customer support process that is closely monitored and scored. We break the majority of our support issues into three categories. These are user training, malfunctioning devices, and billing requests. We follow well-defined processes to address each of these types of issues.

FieldLogix has been through 3 significant design enhancements over the years, all with the user in mind. We’ve consulted with user experience (UX) experts and went through extensive user testing for all features. This makes FieldLogix extremely intuitive and user-friendly. We also include links to videos on each page that walk the user through each feature. In addition, we hold one-on-one training for users at no additional charge upon request and host weekly training for any user on Thursdays at 9 am PT.

With tens of thousands of tracking devices in the field, a small percentage of them will inevitably experience some technical malfunction. Fortunately, malfunctioning devices are a relatively rare occurrence since we only work with best-in-class telematics devices. However, when it does occur, we resolve it with the following process:

Invoices are available at any time via our online billing portal. If a client has an issue regarding a specific invoice or charge, we will generate a case in our case management system to be followup upon by our billing team as soon as possible. After the case is closed, our clients are surveyed to determine their satisfaction with our responsiveness, professionalism, and resolution times.

All inbound support inquiries are tracked in our case management system and are monitored for response times and the user’s satisfaction with our resolution. Our processes ensure that we are a reliable partner for our system users!

Priority 1 | System Access and Usability

Target Resolution Time: < 1 hour

New activations; login problems; Can’t pull reports; Can’t dispatch

Priority 2 | Device Issues

Target Resolution Time: < 24-48 hours

Non-reporting devices; device service requests; other device service requests

Priority 3 | System Management

Target Resolution Time: < 48 to 72 hours

Data requests, Configuration Issues User can’t edit / permissions; Problems with

setting notifications / groups; User can’t Add / remove / edit users; Data pull requests

Priority 4 | Billing Issues

Target Resolution Time: 3 to 5 days

Copy of prior invoices; contract term inquiries; Service credit requests; Device inventory report requests

Priority 5 | Non-Critical Bugs

Target Resolution Time: 1 to 14 days

Page bugs; non-critical software bugs

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