Seamless and Safe Field Service Management with ATP
Managed Services allow businesses to enjoy the ease of maintaining their information technology (IT) assets safe, secure and running continuously. Our expert support teams deliver service in world standards 24/7, assisting businesses in maintaining future-ready IT systems and infrastructures. The services we provide include 24/7 monitoring, configuration and definition management, help desk, proactive support, reporting and project management. Our wide range of services enable businesses to execute their IT operations efficiently. Entrust your business’s IT assets to our professional team to gain a competitive advantage and look to the future with confidence. Contact us and let us take you to the future.
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Service Management Services
Case Recording and Monitoring
Customer requests and problems are recorded quickly and effectively using a professional methodology. The incident registration process includes the following stages:
Creating an Incident Case: The customer creates an incident case when submitting a ticket and initiates the process by providing the required details.
Case Prioritization: The reported incidents are prioritized and ranked according to the level of urgency.
Case Assignment: Relevant experts are assigned to the case to perform the resolution process.
Monitoring and Update: The development of the case is constantly monitored and the client is updated periodically.
Resolution and Support
Our experienced support teams generate solutions with the most up-to-date technology and knowledge in field services. The stages of the resolution process:
Rapid Response: Urgent cases are handled quickly and incidents are resolved in minimum time.
Proactive Maintenance: Regular maintenance and inspection processes identify potential problems in advance to prevent disruptions.
Remote Support: Remote access and intervention allows many problems to be resolved quickly and effectively.
On-site Support: When necessary, our experienced teams resolve the problems by providing on-site support.
Registering and Evaluating Requests
Customer requests are managed effectively through a detailed evaluation process. The request management process includes the following steps:
Receiving the Request: Customer requests are recorded carefully and the required details are collected.
Evaluating the Request: After the importance and urgency of a request is determined, it is assigned to an appropriate category.
Assigning the Relevant Unit: Requests are assigned to relevant experts and units.
Resolution and Closure
Requests are resolved in a way to ensure ultimate customer satisfaction:
Resolution Process: After the requests are evaluated by expert teams, the most appropriate solutions are offered.
Customer Approval: The possible solutions are communicated to the customer, and necessary action is taken after their approval is received.
Closing the Request: Requests are successfully resolved and closed, and the customer is informed about the process.
Feedback and Enhancement
Customer feedback is analyzed and steps are taken to continuously enhance service quality:
Collecting Customer Feedback: Feedback is collected from customers after the request process is completed.
Evaluating Feedback: Feedback is reviewed, and necessary improvements are planned to elevate service quality.
Improvement Actions: Improvement strategies are determined and implemented to ensure continuous enhancement.
Reporting and Registering Problems
Problems are carefully recorded and assigned to categories order to ensure fast and effective resolution:
Reporting Problems: Problems noticed by employees or clients are recorded immediately.
Classifying Problems: Problems are classified by type and urgency level.
Assigning the Relevant Teams
Relevant experts are assigned to solve the problems and the process is initiated:
Selecting Appropriate Experts: Experts are selected and assigned responsibility based on the type of problem.
Communicating with Relevant Units: Coordination and cooperation with the relevant is crucial during the resolution process.
Resolution Process
Problems are addressed and resolved with a systematic approach:
Root Cause Analysis: The root cause of the problem is identified and examined in detail.
Generating Solutions: Strategic solutions are generated and implemented to resolve the problem.
Testing and Verification: The implemented solution is tested and verified to ensure that the problem has been fully resolved.
Identifying the Need for Change
The change management process begins with identifying the need for change:
Identifying the Need for Change: The need for change is determined by considering business processes, customer demands or other factors.
Determining Priorities: Priority level is determined by evaluating the significance and urgency of the requested change.
Forming a Change Team
The team that will execute the change management process is formed:
Selecting the Team Members: Competent members are selected to the team that will manage the change process.
Assigning a Team Leader: The team leader is selected and leadership responsibilities are defined.
Implementing Change
Planned changes are implemented effectively:
Initiating Change: The change process is initiated and implemented in line with the determined strategy.
Monitoring and Controls: Implemented changes are constantly monitored, evaluated and corrective actions are taken as needed.
Warehouse Operations and Management
Warehouse services offer effective solutions for the clients’ inventory management:
Warehouse Design and Layout: Inventory items should be easily accessible and placed in an orderly manner.
Inventory Control: The inventory in the warehouse is constantly updated and checked.
Warehouse Security: Necessary security measures are implemented and continuously monitored.
Warehouse Technologies and Automation
The efficiency of warehouse operations is increased through modern technology and automation systems:
Automation Systems: Automation systems are used to execute warehouse operations more efficiently.
ERP Integration: Warehouse management systems are integrated with supply chain management (ERP) systems.
Customer Service and Communications
Warehouse services are managed with a focus on ensuring customer satisfaction and effective communication:
Fulfilling Customer Requests: Customer requests should be fulfilled quickly and accurately.
Question and Complaint Management: Customer questions and complaints are managed and resolved effectively.
Supply Chain Management
Supply chain processes are managed effectively and efficiently:
Order Management: Orders are received, processed and tracked.
Inventory Management: Inventory levels are regularly monitored and managed.
Supplier Relations: Relationships with suppliers are optimized.
Logistics Technologies and Automation
Logistics operations are supported by technology and automation:
Logistics Software: Software that supports logistics processes is used.
GPS and Tracking Systems: GPS and tracking systems are used for transportation and inventory management.
Data Analytics: Logistics processes are optimized with data analytics.
Risk Management and Security
Risk management and security play a key role in logistics operations:
Security Protocols: Security protocols are applied in logistics processes.
Risk Assessment: Potential risks are assessed and precautions are taken.
Customer Service and Communications
Logistics services are offered with a focus on ensuring customer satisfaction and effective communication:
Customer Support: Customers receive fast and effective support.
Communication and Feedback: Customer feedback is received and communication channels are kept open.
Product Repairs
In case of product malfunctions or damages, the following repair services processes are followed:
Diagnosing Defects: The defect in the product is identified and root cause analysis is performed.
Repair Planning: The repair process is planned and the necessary resources are allocated.
Repair Process: Defective product is repaired, damaged parts are replaced and components are repaired.
Quality Control: The quality of the repair work is checked and verified to confirm successful completion.
Maintenance Services
Regular maintenance and servicing ensures trouble-free operation of products:
Periodic Maintenance: Involves regular maintenance of products, parts replacement and renewals.
Service Requests: Customer service requests are fulfilled quickly and repair services are provided.
Remote Support: Some problems are detected and resolved through remote support.
On-Site Repair and Installation
When on-site repair or installation of products or systems is required, the following processes are followed:
On-site Evaluation: On-site repair or installation requirements are evaluated.
On-site Repair: Products or systems are repaired or installed on-site.
Testing and Verification: The functionality of repaired or installed products is tested and verified.
Customer Communication and Satisfaction
Services are provided to ensure customer satisfaction and communication:
Customer Help Line: There are communication channels in place to answer questions and provide assistance to customers.
Customer Feedback: Customer satisfaction is measured continuously to improve the quality of services.
Inventory Tracking and Recording
The inventory management process is based on timely and accurate tracking of inventory:
Inventory Record: Items in the inventory are recorded and updated regularly.
Inventory Classification: Inventory is classified according to various criteria.
Barcode and Labeling: Each product is assigned a unique barcode or label.
Inventory Levels and Replenishment
Management of inventory levels and replenishment strategies:
Min-Max Inventory Levels: Minimum and maximum inventory levels are determined.
Replenishment Strategies: Various strategies are determined to replenish inventory.
Data Analytics and Reporting
Analysis of inventory data and reporting processes:
Inventory Analytics: Inventory data is analyzed and effective business decisions are made.
Performance Reports: The performance of inventory management is reported regularly.
Customer Service and Communications
Customer satisfaction-focused management and communication processes for inventory services:
Inventory Requests: Inventory requests from customers are fulfilled quickly and accurately.
Customer Communication: Inventory status and updates are communicated to customers regularly.
Help desk services play a critical role in resolving users’ technology-related issues and meeting their needs. These services include:
User Support:
Quick response to problems.
Providing technical support to users.
Improving user satisfaction through effective communication.
Troubleshooting:
Detecting and analyzing technical problems.
Solving problems and meeting users’ needs.
Fixing application errors and optimizing the system.
Guidance and Training:
Guiding users in using the system or the application.
Elevating knowledge levels by organizing training programs.
Notifying users about new updates or features.
Providing Information:
Answering user questions.
Meeting information needs and providing up-to-date information.
Informing users about new technologies and applications.
Recording and monitoring user requests.
Resolving requests in a timely and effective manner.
Ensuring user satisfaction and continuous improvement.
Monitoring and Reporting:
Monitoring help desk processes and performance.
Identifying improvement areas by preparing reports.
Evaluating and improving service quality.
On-site Support Services
On-site support services provide expertise to resolve technology problems at the site and keep businesses running seamlessly:
Technical Troubleshooting:
Resolving software, hardware and network connectivity issues.
Fixing system errors and optimizing performance.
Installation and Uploads:
Installing and configuring new technical equipment for use.
Performing system updates and software installations.
Maintenance and Repairs:
Regular maintenance and repairs of technical equipment.
Improving device performance and durability.
Training:
Training users on new technologies and systems.
Providing guidance and support regarding the use of technology.
Software Updates:
Installing software updates and patches.
Informing users about new features and updates.
Security Reviews:
Assessing the security of information systems.
Identifying security risks and taking precautions.
Backup and Data Recovery:
Managing and organizing data backup processes.
Providing data recovery services in case of data losses.
END-USER SUPPORT SERVICES
ATP provides purchasing and installation services for a variety of technology products such as desktop equipment, laptops, mobile devices, peripheral equipment, operating systems and application components. Installation, maintenance, support services and repair operations, excluding parts, related to such products are carried out by ATP, focusing on solving the problems and requests submitted by end-users. The main objective of these services is to ensure that users can continue their business processes seamlessly without any issues or disruptions related to these components.
If a client procures products or services from suppliers other than ATP’s purchasing channels and requests support from ATP, such a request may be fulfilled after an evaluation and for a fee, if necessary.
Remote Access Service
This service involves providing end-user support for solutions within the scope of Maintenance and Support Services via remote connection.
Microsoft Operating System Installation Service
This service involves installation support for the operating systems of the computers under the maintenance service agreement.
Office 365 Support
Problems encountered by users and their requests regarding the Microsoft Office 365 product are resolved within the scope of maintenance and support services to ensure trouble-free operation of the product.
Mobile Device Support
ATP provides installation, troubleshooting and software installation services for the clients’ mobile devices.
Printer Installation and Support
Printer installation and technical support services are provided within the scope of ATP’s Maintenance and Support services.
On Demand Services
On-site Support
Maintenance and Support Services are provided on-site for end-users at the Atakule location.
VIP Support
Priority support service is provided to users designated as VIP by the client.
Program/Application Installation Support
Within the scope of Maintenance and Support services, programs and applications are installed on computers in line with the client’s standards.
Data Recovery
The team will strive to restore the data lost on HDDs in computers, due to incidents such as sabotage, accidental deletion, formatting, installing an operating system, configuration, converting to RAW format, using recovery applications. Data recovery may not be possible in physically damaged devices.
Linux Operating System Support
Support is provided to computers running on the Linux operating system within the scope of Maintenance and Support services.
Inventory Management
Inventory data, including the changes, from the information system components managed by ATP is collected, recorded, updated and reported within the scope of Maintenance and Support services.