What we do - Building Service Delivery Solutions

 

AWA assists its customers by building tailor made service delivery solutions. Every client has their own specific requirements.

Service Solutions Design

We are the experts in service delivery and drawing on our broad experience, regularly work with our customers in designing their service delivery solutions, or assist in improving existing activities.

Outsourcing
We can take over or acquire all clients service delivery requirements and act as their "service department" by providing the right combination of capabilities.

Infrastructure Management
We can manage some or all of the service delivery functions of our clients on their behalf.
We have been providing logistics support services for a major bank for over 8 years.

Capabilities

• Response Center
  AWA has its own Sydney based Response Centre taking line calls from end users and providing warranty validations, technical troubleshooting and remedial call management.
  
  
• Expert Technical Support
  AWA's Technical Specialists provide support to our own technicians, agents and to our customers and their partners. Our on-line "ERNIE" knowledge management system ensures there is a central depository of support - both detailed technical information, processes and even helpful tips.
  
  
  
• Service Call Management
  Whether it is a break/fix service call or a product deployment our AWAre system provides traceability of every service activity - whether it is performed by AWA itself or by one of AWA's agents. Our customers can have direct access to AWAre so they see what we see, including SLA performance and escalation management.
  
  
• Managing and Selling Parts
  AWA has its own intergrated logistics function with warehouse facilities in all branch offices nationally, we manage both consignment spares and our own inventory through the full reverse logistics cycle. We also manage parts sales.
  
  
• Retail Drop Off Points
  Each of our branch offices has its own customer counter to provide convenient customer product return and pick up points, which can be supplemented by our agent network.
  
  
• Product Rework and Management of Resale Channels
  We manage the collection, screening, repair and re-sale of customers DOA and retail returns, cleaning up what can be the difficult end of our customers sales channels.
  
  
• Management of End of Life Product Disposal Including E-Waste
  AWA can provide various disposal options including fully environmentally compliant E-Waste solutions in conjunction with partners.
  
  
• Installation and Training
  AWA provides product installation and training both as stand alone services to end users and as an integral part of our customers service delivery.
  
  
  
• Warranty Management
  AWA has packaged all of the above into special warranty management packages for customers who want to focus on their core product business.