The quality of service
ACTEC has formed a set of good guarantee system in engineering project, product maintenance, tracking service, spare parts supply, etc., which ensures that all constructed 350 million wireless communication base stations are operating steadily and which provides efficient and secure communication support for public security organs and government departments to respond to and deal with emergencies as well as perform critical tasks. The Company’s service team has participated in communication support work for a series of unexpected events and emergencies as well as large activities, including "5.12" Wenchuan Earthquake in Sichuan province in 2008, "4.10" Yushu Earthquake in Qinghai in 2010, "4.20" Earthquake Relief in Lushan of Yoann in Sichuan in 2013, 2008 Beijing Olympics, the Tibetan stability in 2008-2013 (3 Prefectures of Gan/A/Liang in Sichuan, Qianhai, Shaanxi, Tibet), the 60th anniversary of the founding of the state in 2009, 2010 Guangzhou Asian games, 2011 Shenzhen Universiade, Chengdu Fortune Global Forum 2013, the 17th and 18th CPC National Congresses and two sessions (the National People’s Congress and the Chinese Political Consultative Conference), and all previous Davos Forums held in China. And this has trained an excellent emergency support service team and a group of engineers full of rich on-site experience.
ACTEC has 14 service network stations throughout the country (Beijing, Tianjin, Sichuan, Shaanxi, Qinghai, Yunnan, Guangdong, Zhejiang, Fujian, Ningxia, Chongqing, Jiangxi, Guangxi, Henan), and has established detailed work procedures and operation norm according to the ISO9001 quality assurance system. ACTEC gets ready to provide high-quality technical support and services at any time for hotline technical advice and guidance, regular check on and adjustment of system facilities, and on-site communication support for major events and emergencies. ACTEC has won high praise from users.
Service Commitment
Details affect quality; Details reflect taste; Details show differences; Details determine success or failure
Service Philosophy
Powered by innovative service; Seek development by service quality; Establish a "customer-centric" service system; Always maintain the interests of customers; Adhere to the principle of good faith service; Win trust and love of the majority of customers by thoughtful service;
After-sales Service System
After-sales Service System is composed of the Company’s sales offices and after-sale service departments as the front and the production, R&D, customer service departments in Mianyang and Hangzhou as the rear, and is participated in by all the staff in the Company.
Service Standard
"Two-good and one-satisfaction” service standard (good construction quality and good maintenance management, user satisfaction) to ensure good quality, customer satisfaction)
Service Mode
"3-4-5" service mode: different divisions of the company are requested to perform service work well according to the following content.
Three Service Principles
Caring service, Professional technology, Rapid response
Four Service Items:
1. Smooth Service-response Channel
The establishment of unified national 24-hour customer service hotline: 400-656-0816
Enterprise Mailbox: serive@witec.com.cn; serive@acteccom.com.cn
MSN: WIT serive@live.cn
QQ: 2013641338
2. Rapid Response to Repair
. Response time to maintenance: To respond immediately to repair service notice. When users cannot be advised to recover the failure in equipment through the telephone diagnosis, maintenance personnel should arrive at the scene within 8 hours to repair;
. Failure recovery time: Recovery time shall be within 2 hours. When the failure cannot be handled, the Company will provide free replacement of spare parts for the user;
. Spare parts reserve: Sufficient spare parts stored in each office serve as emergency reserve for emergencies and major security tasks.
3. Regular Inspection
In strict accordance with the principle of "prioritizing pre-check and pre-repair and attaching equal importance to periodical maintenance and planned maintenance", organize and implement the maintenance and repair work. Ensure that the performance index and environmental conditions of wireless trunking base station and mobile devices conform to the prescribed requirements; Perform well the management, monitoring, and coordination of equipment operation, and know well the running state of equipment; Establish information files on base stations; Analyze and study the quality of system operation on a regular basis; Give statistics on and analysis of the failure cause and failure rate of the equipment in base stations and produce the decision-making reference for network improvement and optimization measures to ensure the safe operation of the equipment in accordance with the provisions and the technical standards.
4. A Return Visit to Users
Pay a return visit to users regularly, collect comments from user departments, analyze and study the existing problems, take timely measures to solve them, and finally prevent accidents. Improve constantly the maintenance service and its quality through standard work procedures, unified service quality, rigorous work style, professional equipment and tools, superb technical expertise, and enthusiastic service attitude.
Five No-omissions
1. No omission of recording the problems reflected by each user
2. No omission of settling the problems reflected by each user
3. No omission of reviewing the result of each troubleshooting
4. No omission of returning visits to each user
5. No omission of feeding the result of each troubleshooting back to the Company leadership and relevant departments
