Barrister Overview - Field Services Solutions

Barrister Global Services Network, Inc.

42548 Happywoods Road

Hammond, LA 70403

Field Service Solutions

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Who We Are

1. Premier provider of multi-vendor IT services, delivering superior resolution to client/server hardware challenges

2. Serve commercial and consumer markets, including home-based employees

3. Long-term history as services provider

Founded in 1972

4. Woman Owned and HUBZone Certified Small Business

WBENC Certified

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Break/Fix Maintenance Services

1.Premium on-site services that deliver predictable and fast resolution, while reducing service costs

Warranty and non-warranty equipment

Line item and per seat basis

2.Flexible service levels for mission-critical and non-critical equipment

Same and next business day (NBD) resolution

24/7 coverage

3.Convenient single contract

Technology Deployment Projects

1.Cost-effective project services, managed from start to finish

2.Ideal for customer-specific requirements such as:Complex equipment installations

Office relocations

Inventory site surveys and asset tagging

Moves, adds and changes

3.Project events tracked in real-time via the Web Services Manager SM

Managed Helpdesk Services

1.Provide Level 1 – 3 services for a variety of customers.

Level 1 – Entitlement, basic triage

Level 2 – Intermediate triage, normally with a IT support person

Level 3 – Advanced programming and diagnostic support.

2.All services provided from Hammond, LA facility.

3.Provide both software and hardware support.

Contact Center Tools

1. State of the art IVR/ACD systems that allow for variety of customizations

IP based for advanced communication features.

Call Record/Monitor

Skills based routing

Multiple toll free numbers.

2. EDI Tie-in to Salesforce CRM

Offer as value add for business award.

Provides real-time communication between our two systems.

Eliminates swivel seat.

North American Service Coverage

1.Serve every zip code within the US, every province within Canada, Puerto Rico and the Bahamas

Vast Technician Reach

1.Manage over 15,000 certified technicians

2.A+, warranty-authorized, MCSE and CNE certified

3.Accurately qualify technicians by: Geographic coverage (zip/postal code)

Certifications

Product expertise

Availability

4.Field technicians backed by centralized Technical Support team

Supported EquipmentGeneral SystemsDesktop/Notebook PCs and peripheralsMulti-media PCs and peripheralsServers and peripheralsData storage systemsDesktop printersNetwork-enabled and high-volume printersNetwork appliancesHubs, switches and routersWindows NT and NetWare operating systems

Retail SystemsPOS terminalsFlat screens/monitorsScannersSignature capture and verification

devicesPrinters – thermal, receiptIn-store processorsKiosks

In-Home Systems Home PCs and peripheralsNotebook PCs and peripheralsResidential gatewaysHome networking hardware

Other Industry SystemsDigital photo capture and storage

systemsRetail banking document printing

systems

Financial services automated voice recording

Exceptional Multi-Vendor Management

1. Warranty-authorized service provider for over 20 manufacturers (above)

2. One of four global warranty service providers for Intel

3. Non-warranty service provider for products of over 200 manufacturers

Service Coordination

1.Total Call Ownership – from call receipt to call closure

2.Experienced Customer Care Agents and Customer Relationship Managers

3.Expert technical support

4.Multiple channels for call entry

Single 800 number – accessible 24/7, 365 days

Electronic input – more than 50% of calls

CustWA Service Tool1.Real-time management of service requests via

the Web

Anytime access – 24/7, 365 days

View of “live” status, with optional details

Online service histories

Online trend and usage reports

Electronic input of service requests

2.Benefits to your business

Easily manage service requests across end users

Increase productivity

Improve SLA performance and reconciliation

Interactive Report – Service Call Detail

Service History by Equipment

Past Performance

Nationwide maintenance and

support for EOUST.

Deployment of new PC’s at each

FAA office nationwide.

Nationwide deployment of PC and

software.

Equipment maintenance for 30

CAG offices.

Maintenance and installation on

all equipment at every SSA office

nationwide

15 library deployment of over

3,000 systems including custom

imaging