Services

Nation-Wide Toll Free Service Line: 1-800-663-4571

Our focus is to work with customers as long term business partners providing Point of Sale solutions, system integration and support. By working as part of a customer’s store operations team, we can help ensure maximum system performance in the most cost effective manner.

Software Support and Hardware Maintenance

The key to any successful business is the foundation that you are built on.. At AM/PM Service we recognize that our customers are the reason we have successfully become Canada’s premier Point of Sale and service company. AM/PM is dedicated to providing complete customer service in a proactive and timely manner. The following outline will explain our policies and procedures for our customers to better understand our Point of Sale support structures. On a daily basis AM/PM Service’s Call Center handles hundreds of hardware and software calls. The key to organizing the sheer volume we experience is our implementation of an automated Customer Service Management System (CSMS).

Customer Service Management System (CSMS)

AM/PM presently uses a tailored, custom-developed service management system called CSMS (Customer Service Management System) to receive and manage all customer calls, parts and billing across Canada. The dispatching component of the CSMS system is called FieldPro. Customers place service requests by calling 1-800-663-4571, via AM/PM’s Internet web site or through an on-line screen provided to you by AM/PM. All call logging, inquiries, escalation or closing can be done through these methods.

Typically, a customer will call AM/PM’s Central Response Center with a service requirement. The Customer Service Representative will bring the site information up on the screen (accessed through the store number, phone number, address or postal code), confirm the correct site location, get as much detail on the trouble as possible, and issue a Work Order Number to the caller. This Work Order Number allows you to quickly obtain updates on the progress of the service call.

AM/PM Auto Pages Incidents to the Technicians
Information is auto paged to the Field Tech and the clock is started on the call. In critical situations, the Field Tech must call in and accept the call within fifteen minutes and then call the site to provide an ETA. Once an ETA is provided, the Field Tech then goes onsite, makes the repair and closes the call, supplying all the pertinent call information for reporting purposes. Each part of the call procedure has a time limit, which must not be exceeded, or the automatic escalation alerts AM/PM management.

Customer Can Make Inquiries
If a customer is has a concern regarding a service or support call they may request a call back from any AM/PM On Call Supervisor through the CSMS system at any time. You may use 1-800-663-4571 to make inquiries or escalation comments concerning an open call and the appropriate Field Tech and/or On Call Supervisor will be paged.
AM/PM classifies service calls according to their urgency

NOTE: Specifics of call classifications are determined at the time of call placement to AM/PM. Advance understanding of your call requirements will assist in providing the most efficient call classification for each of AM/PM customers.

Customer Direct Escalation

Customers may, at any time throughout the life cycle of a Work Order, initiate escalation to AM/PM’s Operations Management. A call may be escalated in the following way: Customer contacts the AM/PM Customer Service Center at (1-800-663-4571) and requests a status update from the appropriate On Call Supervisor.

The escalation process is diagramed below:

The above escalation table identifies the levels of escalation management within the Customer Services organization. At any time during the life cycle of a Work Order, Call Management support may deem it necessary to contact management within AM/PM. The escalation process ensures that all service delivery requirements are addressed pro-actively at the appropriate levels, and ensures a timely resolution of the incident.