Service and Support:
We believe that delivering quality service and support means staffing our help desk with professionals housed in our own Midwest offices. CTS’ help desk team members are thoroughly trained on all aspects of your product – they never read from scripts – and have samples of all our products on hand so they can look at your kiosk, signage or equipment first hand while talking to you.
The CTS PASS® (Pro-Active Service & Support) system adheres to the “80/20” golden rule for help desk service: 80% or more of all help desk calls are answered by a live, U.S.-based CTS service specialist within 20 seconds; all other calls are returned by a live, professional U.S.-based service CTS specialist within 1 hour. More comprehensive service hours including 4-zone business coverage and complete 24/7/365 are also available.
Remote monitoring gives CTS the ability to capture and monitor diagnostic information for all equipment in every unit. CTS tracks and measures reliability with system uptime status, usage and a wide range of management reports.