Product: End-to-end Support Services
Company: Total Support Services
Total Support Services provides comprehensive technical and customer support for a range of businesses and industries. The company's services consist of help desk, hardware and supply preparation and deployment, warehousing and board-level equipment repair. Its clients include petroleum, retail and hospitality merchants, hardware resellers, payment card issuers and acquirers, software development companies and independent sales organizations, stated company co-founders, Brad McCoy, Chief Sales Officer, and Mark Shaffer, Chief Operations Officer.
McCoy and Shaffer served in management positions at Alliance Data and Heartland Payment Systems Inc. before founding CWI Electronics Inc. in 2011. After completing a TG3 audit and TR-39 PIN Security and PIN Management certification, they moved to a larger location in 2013 and recently rebranded the company to reflect their expanded scope of services.
"Total technicians repair and troubleshoot a range of devices, including tablets and smartphones," McCoy stated. "In addition to repairing equipment, our technicians test, clean and wrap power supplies and recoat cash drawers, making them as good as new, at a fraction of the cost of new supplies."
"Whether they are repairing hardware or providing Tier 1 and Tier 2 support, Total service representatives are not constrained by quota," Shaffer added. "They use their experience and knowledge to solve problems and get to the root cause of issues. Their dedication and focus has enabled us to reduce swap outs by an average of 37 percent."
Total provides fast turnaround times, competitive pricing and warranty services, McCoy noted, adding that its inventory management system enables corporate clients to track equipment, view repair status in real time and create customized reports. The company further described its services as follows:
Shaun Hayward, Vice President of Information Technology at Tendercard, said Total Support Services' ticketing system and knowledge base are second to none. "I love that I could always login to my portal to see all of the tickets and their status," he added.
Total Support Services also emphasized its rich understanding of electronic transactions and years of experience in hardware procurement, logistics, repair and replacement solutions. Its warehouse, call center, expertise and services are ready to deploy, customize or brand, company representatives stated.
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