Inforonics
Click Here to receive a call from
our solutions team  within 15
minutes!  978.698.6593
solutionsteam@inforonics.com 		Contact us
HACKER SAFE certified sites prevent over 99.9% of hacker crime.
To learn more about Outsourcing your Technical Support Operation (in part or in full) to any provider, Download your free copy of
Outsourcing Your Technical Support: The Top Ten Questions to Ask Any Provider

Outsourced Technical Support
Inforonics delivers branded, tier 1 and tier 2 outsourced technical support from its onshore support center in Littleton, MA. All services are customizable to meet the technical support outsourcing requirements of your organization:
  • 24/7 Technical Support Operation
  • Extended hours Support
  • Off-Hours / Weekends / Holidays

Vertical Areas of Expertise
Our Technical Support Representatives (TSRs) are engineers skilled in multiple technology disciplines:
  • Publishing & Manufacturing
  • Retail/e-Commerce
  • Recruiting and Human Resources (HR)
  • Insurance
  • Facility Management
  • Wireless Connectivity
  • Financial Services
  • Direct Marketing
  • RFID Technology
call center

Ticketing/CRM Systems

We are accustomed to our clients' leveraging their own CRM support and ticketing tools, even when outsourcing technical support. Inforonics can also provide our proprietary Heuristix™ Information Management System for ticket tracking. A sampling of the CRM support and ticketing tools that we are intimately familiar with include:
  • Salesforce.com
  • Onyx
  • Vantive
  • Fogbugz
  • Request Tracker
  • Remedy
  • Siebel
  • Microsoft Dynamics CRM
  • Support Magic
Workflow
Inforonics employs a state of the art geographically dispersed redundant VoIP phone solution that includes an enterprise class Automatic Call Distribution system that delivers end-user calls to the right TSR utilizing a weighted skills based routing algorithm. This robust solution also allows TSRs to answer and resolve calls from remote locations should our primary facility become unavailable due to weather or other catastrophic events, ensuring your technical support outsourcing is functioning at all times.
Heuristix™ Information Management System
Heuristix is a robust, flexible ticketing, tracking and knowledge management system that helps Inforonics to efficiently assign, escalate, and track technical support tickets and to archive the resolution steps for previous support events in an easily searchable knowledge base. More
* ARKStar Navigator™
Our proprietary technical support tool puts trouble-shooting information at the fingertips of TSRs.More
Inforonics’ Enterprise Monitoring and Graphing Solution (EMGS™) EMGS is an internally developed code that provides robust monitoring, fault verification, auto event escalation and tracking functionality along with rich graphing and trending capabilities. More
Ready for outsourced technical support? Download the Inforonics Technical Support Engagement Overview.
Inside you will find information on the seven keys to Support Implementation Success:
  1. Communication
  2. Expectations/Requirements
  3. Coming to terms
  4. Implementation
  5. Training
  6. Measuring success
  7. Driving improvement
Or Contact Us for more information.