Support Process
FieldLogix Customer Support Process
Exceptional Customer Support Since 2002
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.
User Training
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.
Malfunctioning Tracking Devices
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:
1. Attempt to resolve the issue over the air
We can diagnose and troubleshoot devices over the air via messaging. We can remotely inquire about the device’s status and health and can send commands to resolve a majority of the issues.
2. Send an advance replacement device
If we can’t resolve the device over the air, we can arrange to send an advance replacement device to be swapped out with the malfunctioning device upon request. We will cover the shipping fees for the outgoing replacement device and send a pre-paid return label for the malfunctioning devices. If the device requires professional installation, then we will handle dispatching the installer to complete the work.
All issues are tracked with our case management system to ensure that all steps are followed. Also, our users are surveyed after cases are closed to ensure that we were responsive, professional, and resolved their issues in a timely manner. The results of these surveys impact the compensation for our operations team.
Billing Inquiries
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.
Other Inquiries
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!
Resolution Time Policies
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: < 1-14 days
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
Get a Quick Quote
Plans starting at $14.95/mo with free equipment.
Contact us today to learn more about FieldLogix and our industry-leading customer support process!
