We have a fully functional Call Centre which is designed with the latest technology to assist clients.
On any IT related problem, the client can either call or email the call centre, and the ticket gets logged. Whether an actual call, or an email, our backend system will log the email as a call as well.
After the client sends an email to the call centre, he/she will receive a return email with the log reference number.
Once it has been logged, it gets transferred to a technician, and he will log onto the computer and resolve the problem.
If the remote support technician cannot resolve the problem, he will dispatch a technician according to the signed SLA. More importantly, he must strive to complete the call within a minimal time frame, before the allocated SLA time.
Our systems supply the client with a remote client log in portal –
The client can log in himself and see all the outstanding calls and the updates that are attached to them. He can then proceed to type and update himself into the call in order to ask for a tech to call him or close the call himself (if the problem resolved was in the background)
The client can also respond to the ticket number email requesting the call to either be closed or ask for updates.
Our goal is to give the client complete freedom to remain in control of their own environment and constantly make sure that Bravopro continues to succeed in their service agreement.
All calls are recorded.
Management Agent
Bravopro will install a small monitoring agent onto each workstation and server (PC/Laptop)
This agent will monitor the “Health” of the workstation/server. It reports back to my central server every 5 min with where the below hardware and software’s are and how the health of them are.
Hardware
HDD
Motherboard
RAM
System load
CPU
And more….
Software
Windows updates / Patch Management
Anti-virus updates
Virus alerts
And many more
Remote Logon
This software will install a remote viewer agent whereby allowing the remote technician to log onto the clients computer with the clients permission and knowledge.
The call centre will call the client first and get verbal permission to log onto the clients workstation. Once the connection gets created, a pop up message will display on the clients computer (which cannot be removed), informing the client that someone is logged onto their computer.
The client has the ability to disconnect the session themselves, or they can allow the tech to continue with the work that is required. As always, we strive to provide the client with full confidentiality and control over their own infrastructure.
Why remote logon?
Efficiency!
We have reduced the time taken to resolve problems by sorting problems out over the internet instead of having to wait for a technician to be dispatched and go to site.
Due to remote support, if the remote support engineer cannot resolve the problems remotely, and a technician is dispatched, the technician will know about what was done and how it was handled before arriving on-site thereby not having to waste time with asking the simple question of “What is the problem” and “What has been done so far”
Due to our software, we have the ability to resolve the majority of the hardware and background software problems behind the scenes, thereby decreasing the company’s downtime due to added user downtime.
Reactive services
We have technicians which are highly trained that will get dispatched to a client when the call cannot be resolved remotely. Bravopro have 132 points of presence throughout sub-Saharan Africa.
Service Level Agreement
We work according to a signed service level agreement that includes all the different response and resolution times.
Bravopro strive to supply great service and are a service orientated company.
Our Motto: Client Satisfaction Reigns Supreme.
Internet Service Provider
Bravopro have the ability to support and supply DSL services to the end user.
Bravopro can host the clients domain as well as supply the client with their email accounts
Bravopro can supply the client with Hosted exchange if need be or required by the client.
Bravopro can supply DSL with 3G failover at very competitive rates.
Bravopro can supply Fibre, Microwave and LTE options
Cloud Computing
Calendar sharing
Document retention policy
Online editing
Cloud hosted email
Cloud Hosted Contacts
View all sent and received mails on all devices
Virtualisation
Anti-Virus
Bravopro is a ESET partner and therefore can provide top grade Anti-Virus programs for competitive rates. The more licences, the cheaper licencing cost becomes. These are yearly bills and therefore they become a per annum charge and not billed monthly, thereby alleviating the need for constant fluctuation costs.
PABX / VOIP
Bravopro can supply you with a fully hosted PABX/VOIP solution
You can choose your own PABX setup
Calls can be setup to be delivered to your desk phone, computer or even your mobile device.
Allow Bravopro to propose a solution tailored for your company today
