Evonne Tong, Milestone Systems.

Milestone Systems has opened a Care Desk in the company’s Australian headquarters, dedicated to supporting the company’s complete service and support programs, Milestone Care Plus and Milestone Care Premium.

The Care Desk operates as an extended, local support for Milestone customers, offering a point of direct contact for the South Pacific region. Live chat assistance, a global support community, a large online library of inspiring and informative articles, video tutorials, manuals and guides as well as a wide range of self-paced eLearning courses are offered as part of Milestone Care.

“In the current climate of Covid-19 lockdowns and social distancing, where companies have limited accessibility to organisations and work sites, it is important that our customers’ XProtect solutions are maintained,” said Milestone’s Brett Hansen.

“Milestone continues to offer our integrators and resellers renewed and affordable service and support such as upgrade offers, extra support, and Care coverage via our Milestone Care program. Having a Milestone Care subscription enables these companies to keep their employees up-to-date while maintaining a responsible level of limited direct interaction through regular product updates and information,”

Evonne Tong, who has a track record of customer care in technical environments, has been employed to staff the Melbourne Care Desk as a Milestone Care Desk Associate. She will be handling inbound calls from Milestone Care customers, dissemination of educational material, outreach to customers engaged on specific projects, providing a point of contact and quotes for Milestone partners, and recording customer information to keep records current and accurate.

“Evonne’s appointment means that we now have local resources dedicated to keeping our Milestone Care customers one-hundred per cent up to date and ensuring that their needs are catered for,” Hanson said. “While we have always had staff available to respond to queries, this expansion of our team means that we have someone in the same time zone as our ANZ customers, which improves our response time, gives us scope to better understand their specific needs and further improve customer satisfaction.”

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