Customer Care Help Desk

VoicePlus's Customer Care solution is a combination of a dedicated account manager, a customer care help desk and a customer care web portal.

VoicePlus provides its Customer Care Help Desk solution to all its customers from emerging to enterprise businesses. It is our minimum benchmark for customer service.

Our Customer Care Help Desk is Australian-based and Australian-operated by staff who will learn your business telecommunications assets, processes and procedures inside out.

Our Help Desk is manned by a team of ten permanent fulltime support staff who are experienced in dealing with issues relating to their specific area of expertise, be it mobile phones, data device management, telephone system installation, or in-vehicle communications.

No more hanging on the line in an interminable queue wanting for an answer. Our Customer Care team answers the phone within 3 rings 98% of the time.

Our Help Desk is supplemented by our customer care web portal and many of our customers prefer to log their requests in this manner. Every request is received by the Help Desk staff and automatically logged into our computer system and receives a unique customer request number. Regular feedback on progress in supplied to the customer through an automated Customer Care email process.

We also offer a full service customised and branded e-Managed Service Desk solution and e-Business Online Portal for enterprise customers who wish to outsource all the operational and strategic tasks relating to their mobile and data fleets.

Case Study: Downer EDI

Downer Australia employs more than 7,000 people and is one of Australia’s largest engineering and infrastructure service providers.

In mid-2011 Downer was searching for a partner to assist with the management of its Telstra mobile fleet.

VoicePlus was one of three Telstra Dealers offered a trial with a view to selecting one partner to manage the overall fleet of 2400 mobile services.

Initially VoicePlus began working with the Downer Works Division which has 120 mobile services.

VoicePlus account manager, Elton Cox, immediately initiated the VoicePlus Customer Care solution which provides Downer Works employees with a Help Desk and Online Portal as the point of contact for all mobile device purchases, issue resolution and assistance.

The Customer Care help desk is a dedicated team of VoicePlus mobile support staff who provide a instant response to every Downer enquiry.

The Downer Customer Care online portal is branded with the Downer logo and customised to meet Downer purchasing and mobile use policy guidelines.  Employees can browse and select to purchase approved mobile devices and accessories, activate and deactivate services such as international roaming or voicemail, order new Sim cards, or arrange for a handsfree car kit installation.

Downer has also subscribed to the VoicePlus Advanced Handset Replacement programme, ensuring that no employee is without a phone for longer than 48 hours, and often receives a replacement device overnight.

In April 2012 VoicePlus won the remainder of the Downer business.