Our service delivery model is predicated upon having the correct
people, organization and processes to create a very effective vehicle
for program management by explicitly identifying each function and
defining the demarcation between functions. We define our service
delivery approach to include attributes such as:
Reliability – Our Customer Service
Coordinators, Project Managers, Technicians and National Account
Directors perform their functions on a consistent basis providing
services as promised and performed right the first time.
Availability – Our Customer Service
Coordinators provide prompt, courteous 24x7x365 customer service,
keeping customers informed as to when services will be performed.
Our technicians provide on-site timely and knowledgeable service
while maintaining error-free records.
Manageability – Our Project Managers
apply both the tools and techniques to ensure contractual requirements
are met or exceeded. Our National Account Directors provide individual
customer attention, working to understand the customer’s needs
and expectations, insuring they are kept informed and service level
agreements (SLA) are met.
These attributes are interdependent and are the result of the effectiveness
of the people, organization and processes used to achieve them.
Account Management
Action Services GroupSM’s National
Account Directors
serve as a single point of contact to develop relationships with
both new and current customers by partnering with them to provide
effective programs to meet their lighting, signage and electrical
service needs, requirements and problems. By communicating on a
regular basis, our National Account Directors help our customers
get their jobs done by understanding exactly what they are trying
to accomplish while providing cost-effective solutions.
Service Level Agreements (SLA)
Action Services Group’s Service Level Agreement (SLA) is our
commitment to the customer to clearly define all services being
performed and all deadlines for program completion. Without clarity,
each party, even in good faith, may have different ideas and not
discover this until the program is completed and one party is not
satisfied.
Service Management
Action Services Group’s operational management system,
ServicePoint Solutions, allows us to offer our customers tools for
work order entry, work order approval and detailed operational reporting.
Our Customer Service Coordinators are available anytime, from anywhere.
Action Services Group’s customers have access via toll free
telephone, fax, extranet website or email. Inbound requests are
routed to a pre-assigned coordinator.
Our Customer Service Coordinators are trained professionals directly
responsible for managing to completion, all On-Call Service repair
issues by matching the appropriate Technician(s) to the problem
on a timely basis, monitoring on-going progress and communicating
status to our customers.
Our Lead Service Coordinators are experienced professionals responsible
for managing to completion any exceptional On-Call Service repair
issue escalated to them by a Customer Service Coordinator, taking
responsibility for solving the problem, communicating resolution
to our customer and developing procedures to insure there is no
repeat of the problem.
Our Service Managers are seasoned, technically skilled professionals
who are focused on insuring the overall reliability and availability
of our service brands’ On-Call Service programs.
Program Management
Action Services Group employs a proven 
approach to program management. Our experienced Program Managers
carefully plan, organize and execute programs successfully.
The major stages of our service brands’ programs are:
Planning - determines the overall scope,
size of and scheduling of the project. A comprehensive plan is developed
by a Project Manager and reviewed with all stakeholders.
Executing - involves the coordination
of our Technicians, Suppliers and the Customer Personnel to insure
the project is carried out as defined by the project plan and with
a minimum of disruption to the customer’s business.
Monitoring & Controlling - consists
of processes performed by the Project Manager to observe the execution
of the project so potential problems can be identified in a timely
manner and corrective actions are implemented.
Closing - the formal review and acceptance
of the project by the customer. Activities include the resolution
of any open items and the documenting of lessons learned.
Competitive Advantage
- We are Easy to Do Business With
- We Communicate Effectively
- We Deliver Quality Programs
Action Services Group’s Ease of Doing Business (EODB)
strategy focuses on executing a service delivery model that understands
the lighting, signage and electrical service needs, requirements
and problems of our customers. Then it is matched to one of our
service brand programs and executed successfully in a cost effective
manner.
Our communication strategy commits our professional
teams of National Account Directors, Program Managers and Service
Managers to be easily available for our customers
via phone, email or in person. We provide our customers with a flexible
framework in which to do business by offering clear and competitive
pricing, easy-to-understand service level agreements (SLA) mapped
to realistic performance expectations.
Our quality strategy is about delivering services
on a reliable and consistent basis as promised
and performed right the first time. Customer account teams meet
regularly to review the status of every account program compared
to the SLA. Action Services Group both self-performs and effectively
out-sources service operations while ensuring field service coordination
and measurably improving service that will improve the customer
experience. We efficiently manage services and solutions to lower
your costs and extend services beyond your core competencies.
