2-Customer Service.pdf
PDF 42 KB Posted
- Attached to
- Master Agreement AZ|CTR058925
- Contract number
- CTR058925
- Issued by
- Arizona
About this file
The document appears to be a customer service description for a contract involving the Arizona Department of Transportation (ADOT). The contract includes support services provided by a company with multiple representatives located in Provo, Utah; Palm Springs, California; Las Vegas, Nevada; and Houston, Texas. The primary product manager is Zack Corbett, with Bradley Milligan serving as the support manager specifically for ADOT.
The service offering centers on comprehensive customer support, with representatives available from 6:00am-6:00pm MST/AZ via telephone, email, and chat. The company commits to responding to client issues within 24 business hours and offers personalized support, including a new contract training at the beginning of each contract term to demonstrate system features and enhancements. The support team provides assistance with contract implementation, posting, payment, and pickup information, with multiple designated representatives available through various communication channels. The company emphasizes its ability to provide "the best customer support in the industry" and offers flexible contact methods to ensure agencies can reach support staff as needed.
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Text version
Customer Services Our entire business hangs on our ability to provide the best customer support in the industry. Our customer support representatives are available via telephone, e-mail or chat between the hours of 6:00am-6:00pm MST/AZ. Our benchmark is to get back to our clients on any issues immediately but we MUST return the contact within 24 business hours. We have a product manager, Zack Corbett, that monitors these incoming items and all of our agencies have the ability to reach out to him at any time if they are not receiving satisfactory customer support.
ADOT is assigned a local rep, Bradley Milligan, that will be available to train via telephone or in person on any items needed. We also provide a new contract training at the beginning of each contract to show the using agencies all the benefits and new enhancements of our system. Many agencies do not know of our new system features so we encourage all agencies to take advantage of this training.
In addition to Zack and Brad, ADOT is assigned two additiona reps that they can reach out to at anytime for assistance. These reps can be reached via work phone, work e-mail, or cell phone after hours whenever needed.
Product Manager – Zack Corbett; Provo, Utah – Responsible for overseeing of entire contract and helps implement all contracts with agencies. Over 10 years of experience working directly with government agencies to implement and best utilize contracts. Responsible to assist with marketing techniques and any enhancements needed to improve the process for the length of the contract.
Support Manager – Bradley Milligan; Palm Springs, CA – Responsible for overseeing the day-to-day usage of the contract. Will help ADOT with any posting, payment or pickup information as needed. Has over 3 years of experience working directly with all southwest agencies in the Phoenix region to use our system to it's best capability.
Arizona Support Representative – Linsey Bartels; Las Vegas, Nevada
Backup Support Representative – Don Clayton; Houston, Texas
File details come from the government source that posted it. Updated .