Customer Services
Services that go beyond just support
We deliver advanced solutions and products across financial services, retail, logistics, insurance, transport, and other industries, but our commitment doesn’t end at delivery. Our Customer Services are an integral part of our core business, covering everything we do after the sale to ensure seamless operations, reliability, and operational excellence. From help desk support and remote monitoring to field operations, repairs, installations, and managed services, our teams work 24/7/365 to keep your mission-critical systems performing at their best.
500+ specialized engineers and support experts across 100+ service points
Extensive Coverage
Always-on support for mission-critical systems
24/7 Availability
From help desk to field operations, repairs, installations, planning, and managed services
End-to-End Service Capability
SERVICE INCLUDES
Help Desk & Monitoring + 24/7 Technical Support
Help Desk & Monitoring + 24/7 Technical Support
- Centralized first-line support and continuous technical assistance for mission-critical systems.
- Drop-down Key Features:
- Multi-channel incident intake via portal, phone, email, or system integration
- Full lifecycle tracking, escalation management, and SLA updates
- Level 1 support for bank staff and clientsCentralized remote support enabling cross-country service consolidation
- 24/7 monitoring for ATMs and other devices
- Coordination with Cash in Transit, internal, and external resources for fast task resolution
- Internal AI knowledge base to accelerate diagnostics and reduce dispatch
- Level 3 Technical Support: Resolving complex issues with vendors and internal teams, including diagnostics, UAT resolution, and production rollout
SERVICE INCLUDES
Field Operations & On-Site Support
Field Operations & On-Site Support
- Rapid on-site intervention for incidents that cannot be resolved remotely.
- Drop-down Key Features:
- Full geographic coverage with strategically placed service points
- Real-time incident closure and logging via mobile systems
- Spare parts replacement and van-stock management
- Preventive, corrective, and proactive maintenance programs
- SLA compliance monitoring and geolocation of resources
- On-site logs analysis and Level 2 repairs
SERVICE INCLUDES
Managed Services
Managed Services
- Comprehensive IT support and managed service packages for end-users and operations.
- Drop-down Key Features:
- End-user IT support and data center operations
- Monitoring and reporting for IT systems
- Coordination with vendors, professional services, and project managers
- Modular IT outsourcing or end-to-end managed services solutions
- Centralized technical support teams providing Level 3 services when required
SERVICE INCLUDES
Repair Centers, Lab Services & Spare Parts Planning and Management
Repair Centers, Lab Services & Spare Parts Planning and Management
- High-quality repairs with coordinated spare parts to minimize downtime.
- Drop-down Key Features:
Lab Repairs & Quality Processes: - Failure analysis and repair-process development
- QA, sampling, and aesthetic checks
- ESD precautions and calibrated tooling
- Continuous improvement via Lean Six Sigma and 5S
- Logistics procedures & KPI tracking
- ROHS compliance
- Training for internal staff and customer representatives
- Spare Parts Planning & Management:
- Forecasting and stock management using internal planning tools and local storage
- Van-stock and centralized warehouse coordination to reduce response times and costs
- SLA uptime assurance
SERVICE INCLUDES
Reporting & Master Data Management
Reporting & Master Data Management
- Comprehensive visibility and analytics for all assets and services.
- Drop-down Key Features:
- Comprehensive asset records (company- and client-owned)
- Maintenance and project reporting
- HW/SW version control
- Inventory and stock management
- Coordination with third-party vendors
- Real-time dashboards for data-driven decision-making
SERVICE INCLUDES
Installation Services
Installation Services
- End-to-end equipment installation, commissioning, and user training.
- Drop-down Key Features:
- Pre-staging, transportation, and on-site installation
- Commissioning and live-environment validation
- Civil works and installation materials management
- User training for installed solutions
- Smooth handover and operational readiness