From application development to installation and ongoing service, Black Box Video
Services is second to none – worldwide.
Help Desk Service
Black Box Video Services Help Desk is staffed exclusively by Tier 2 and Tier 3
personnel. The goal is that the person who answers the phone has the training and
capability to instantly deliver the support you need. We also make sure our Help
Desk group is trained on the products that you purchased. We do much more than the
minimum training that might be required by a manufacturer.
We have various support packages and can provide 24-hour support to our customers.
We also have a European Help Desk that provides more localized support in multiple
languages to our European customers.
Our Help Desk is constantly monitored by management who play an active role in our
service delivery. We provide surveys that are reviewed weekly to make sure our
service is at the highest level. We stock many of our own spare parts, which have
bar codes and can be instantly accessed through our warehouse. We use the
statistics that our Help Desk software provides to make certain that we deliver
quality to our customers. We continue to invest in people and tools for our Help
Desk so we are providing the most advanced, timely service available.
Information Center (IC) Services
Our Black Box Video Services Information Center (IC) was developed to provide
customers with the service information they need to determine the type and
location of any trouble call. It also provides customer details about the
equipment and failure rates of any type of equipment. This information can be
used to determine areas where training may be required or equipment may need to
be replaced. We actively engage our customers to use the IC to help better
deliver videoconferencing services within their organization.
Our Information Center was based upon an industry-leading Help Desk software
platform with many customized modifications to deliver the type of information
and service required by our customers. We do not have multiple software platforms
internally; instead we have one that is modified to handle all our customer requirements.
Our features include:
• On-line trouble tickets and reports through "IC"
• Automatic generation of monthly reports to provide activity and resolution stats.
We have developed a European Help Desk located in Germany to better service our
European customers. This help desk has more than 15 years of experience and
provides multiple language support. The personnel are trained and have the
certifications required to deliver superior service that our customers expect.
Our European Help Desk also holds spare inventory.
Installation and On-Site Services
Black Box Video Services’ Project Management Team handles millions of dollars
worth of orders with the installation of simple to complex systems in almost every
country. We follow established project management processes while using proven
software solutions to ensure a smooth install. Black Box Video Services' project
managers have extensive experience in managing the largest videoconferencing
implementations in the industry. We have a disciplined and proven process that
ensures project success. We welcome the opportunity to manage your implementations.
Black Box Video Services project manages every order. Our project managers have
managed millions of dollars worth of orders and have managed the installation of
simple and complex systems in almost every country. We follow established project
management processes while using proven software solutions. Project managers at
Black Box Video Services have extensive experience in managing the largest
videoconferencing implementations in the industry. We have a disciplined process
that ensures a project's success. We have installed projects with hundreds of
sites in very compressed timeframe. We welcome the opportunity to project manage