People

Our customer service professionals are the foundation to our success. This is what sets CSA apart from other service providers. We seek out and attract employees that possess the personality traits that are fundamental to delivering exceptional service. These TRAITS define CSA`s core values of Trust, Respect, Accountability, Innovation, Teamwork and a Servant Spirit.

All CSA employees go through a very thorough on-boarding training program. The end results are service professionals that are competent, reliable, credible, responsive and empathetic.

Quality

At CSA we implement service quality standards and processes that are aligned with our OEM partners. These quality standards represent the range of business practices and processes that are required to deliver the highest quality service.

We consistently monitor key performance metrics to ensure we have optimized our business processes to drive the highest levels of operational performance and customer satisfaction; and we share these metrics with our OEM partners via a custom web portal.

Productivity

CSA`s service delivery infrastructure is specifically designed for field service operations. It provides key capabilities around call center, help desk, scheduling, dispatching, contracts, billing, project management/job costing and reporting/analytics. Our service scheduling agents have a comprehensive view of customer records, support queues, contract entitlements, and all interaction history which allows them to monitor and track all aspects of field service operations.

Our service professionals are equipped with the latest mobile technology to ensure maximum efficiency, accurate data entry and timely service incident and project milestone tracking.

Field Support Services