First-Time Fix: Meeting the Demand for Added Customer Attention

ParkView Managed Services

Nicola Buckley March 16, 2021

During the past year, businesses around the world have had to reimagine their business models and operations multiple times. Nearly overnight, the pandemic forced most companies to pivot to remote working, creating an instant demand for new technologies and services that had previously been thought about in conference rooms, but never fully implemented.

As businesses continue to look for ways to navigate this new world order, they are looking for partners who can help them in that journey. For the most part, while companies may think they’re providing a top-notch service experience, customers disagree. Recent research by Ipsos found that 91% of CEOs believe they deliver a superior experience; yet only 30% of their customers agree.

Closing this gap means differentiating yourself not by the bells and whistles of a single product, but in the ability to understand a customer’s need and to react and help customers solve a problem at a moment’s notice.

At Park Place Technologies, customers and our team members are the souls of our brand, and we’re maniacally focused on customer experience. To meet the unprecedented demand for customized service, we’ve created a customer experience that is unique in the industry. Underpinned by a global team of over 670 Professionals in more than 150 countries, conducting business in 170 languages, our services have resulted in a 97% customer satisfaction rating.

Now, we’re taking the next step in that journey as we introduce the First-Time Fix Guarantee.

Under the new program, if a return trip is needed to correct the same issue on the same device serial number within five days, clients will be credited for one month of maintenance and ParkView Hardware Monitoring TM on that device.  The First-Time Fix Guarantee TM is free as part of a Park Place maintenance contract when devices are supported by the company’s ParkView Hardware Monitoring.

First-Time Fix joins Park Place’s other customer-centric services, including Central Park, an industry-leading customer portal delivering a true single pane of glass for all service needs; ParkView Input Portal™ (PVIP), which enables customers to self-install ParkView onto their hardware infrastructure; and PPT Tech Mobile, a mobile app that enables customers to remotely manage their data center maintenance account. It truly is a portal in your pocket.

First-Time Fix and Park Place’s other services combine to create an experience  no other TPMs or OEM can provide.

We’ve reached a critical moment in the technology world. With budgets tight and key decisions being undertaken, it’s critical to make sure your customers don’t have to worry about risk or issues in their businesses. And the only way to always be there for your customer is to build an operation that’s able to answer any request, all the time.

Fill out the form below to learn more about our First-Time Fix Guarantee.

About the Author

Nicola Buckley,
As Executive Vice President, Global Service Delivery, Nicola is responsible for Global Service Operations delivery including the Global Support Center, Advanced Engineering and Field Service Delivery. Nicola is focused on developing expert technical teams supported by next generation technology capabilities. This includes IoT, M2M and Big Data technologies delivering a superior digital experience through AI. Nicola is focused on driving a trusted partnership with our customers, by helping them with their own personal journey of consolidation and optimization. Prior to joining Park Place Technologies, Nicola was with Dell EMC for 20 years. She held various roles, starting as a technical support engineer. From there she held several Customer First focused roles, including Customer Satisfaction programs, programs supporting IoT and M2M capabilities and led a customer and technical support organization delivering Enterprise Hybrid Cloud, Converged and Hyper Converged organizations. Nicola is a native of Ireland. She attended University College Cork for a Bachelors degree in Electrical and Microelectronic Engineering, and Brandeis University for a Masters degree in Program Management. Nicola currently resides in Massachusetts with her husband, daughter and son.