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Service Delivery

Every iTeam service has a fixed price, a defined set of specifications, convenient delivery, consistent quality, and a customer satisfaction guarantee.

Service with a personal touch

As soon as iTeam receives an order from one of our channel customers, which is usually within hours from the time of the service purchase, we assign a Service Advisor (SA). The SA's job is to immediately contact your customer and manage the service event from beginning to end, including direct accountability for customer satisfaction. The SA is an advocate for your customer. The SA collects the pre-installation information, selects and manages the technicians, and keeps the service buyer, and you, fully informed. The SA is supported by iTeam's iPlatform™, the industry's most advanced Internet platform for technology service delivery and management. iTeam SAs are highly experienced information technology and audio/video service professionals, and they are the your customer's primary point of contact for all matters relating to their service delivery.

Consistent service quality

Immediately after being assigned, the iTeam SA contacts the customer to:
1. Make an introduction, explain what they do, and briefly describe the service delivery process.
2. Confirm the location or locations of the service delivery and contacts.
3. Verify the technology environment, and confirm that the equipment will be onsite when needed.
4. Ask which day and time they want service delivery.

Before the service is performed, the customer receives a clear statement of work that describes in detail the services to be provided, service date, service locations, and contact information. They acknowledge the statement of work to confirm that it is properly defined. By completing these steps before the work is started, iTeam ensures that the site is prepared and that expectations are aligned - ensuring consistent service quality!

Hand-picked technicians

The field technicians that deliver the service are hand-picked by iTeam's SAs from among the over 13,000 technicians in our network. They have completed more than 750,000 projects across North America with some of the highest quality ratings in the industry.

To select the right technician for the service, our SAs match the technology to be installed and the work to be performed to the field tech's knowledge, experience, certifications, ratings, location and history of installing the same technology. The selected technician receives a work description and instructions, which describe in detail the activities to be done. And then the SA personally reviews the work description with the technician before service begins.

Satisfaction guaranteed

The assigned field technician calls the contact person at the service location to confirm the appointment one business day before the installation is scheduled. Upon arrival at the site, the technician contacts the SA to acknowledge the start of service. Before beginning, the technician reviews the work description with the named contact at the delivery site. The technician then performs the service according to the work order. Upon completion of the service, the technician reviews the work that they have done with the customer before they leave the premises. Next, the contact person at the delivery site verifies that the service was completed according to the work order by signing the Proof-of-Delivery document. Finally, the field engineer notifies the SA that the service has been completed and approved.

iTeam's performance guarantee ensures that the customer is satisfied before the technician leaves the customer's premises, and in addition to this if something should arise after the installation is completed iTeam provides the customer with a 30 day money back guarantee on all services.

"Excellent" buyers' rating

Shortly after the installation is completed, the end-user customer is contacted and asked to provide a performance rating. We are proud to report that iTeam has earned a score of 4.6 on a scale of 1 to 5, where 5 is excellent. It's no secret that when you pay attention to the details, make sure that every buyer knows what to expect and when, assign experienced, knowledgeable, courteous technicians that do the work correctly, and have an iTeam Service Advisor as an advocate, installations are done quickly, professionally and correctly, the first time and every time.

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