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 Field Support

Field technical support services or field services

Keep your various operational centers, distribution centers, stores, or branches running with a team of technicians and engineers distributed nationwide, in over 130 locations, ready to handle your users' tickets.

800 890 7242
Agente de soporte técnico que brinda apoyo en la solución de tickets TI para el soporte en campo para sucursales de forma presencial

They already provide extraordinary IT services

And they ensure the continuity of their operations. Technical issues no longer hold them back!

Agente de soporte en campo con vehículo y herramientas para soluciones tickets TI en tiendas y puntos de venta

Technical support engineers to cover all your branches

Because you and what you want to achieve are our top priority, our Field IT Support service offers a flexible model that can be tailored to your needs and expectations while adhering to best practices.

Our logistics system enables agile and effective technical service throughout Mexico, consistently maintaining service level agreements (SLAs) at all times.

Whether you're managing your support internally or with a specialized provider, it's never too late to transform your current situation by placing users at the core of the strategy.

Are you ready to start a long-term relationship that will enable you to enhance your business competitiveness?

Standardize technical support across all your locations

We have developed a field support service model that standardizes technical support across multiple locations, consistently ensuring SLA compliance and enhancing overall user satisfaction.

Expanded Coverage

We have developed a proactive talent search model, allowing us to deliver technical field services to any company, whenever and wherever needed nationwide.

Multilingual Support

If you have a global operation where you handle service requests in different languages, take advantage of our experience and capability of local agents who speak multiple languages.

Omnichannel Support

Offer your users the option to contact the service desk via phone, email, chat, WhatsApp, or Facebook Messenger, keeping all information and conversations in one place.

Service Flexibility

We adapt our technical field support operations to seamlessly comply with the unique expectations of any type of project and specific requests from our clients.

Backup Staff

We implement a backup staff model that ensures service delivery, always adhering strictly to the agreed-upon standards if any kind of incident occurs during our operations.

Vehicles and Tools

We have equipment, vehicles, and mobility strategies that enable our field support team to be deployed at any time of the day at any place nationwide.

ITSM Software

Make use of one of the premier information systems to centrally, efficiently, and thoroughly manage all the incidents and requests raised by your IT users on a daily basis.

Coordinators

We assign a coordinator who will oversee the team integration to achieve exceptional results, while also strengthening the professional relationship with clients.

Improvements

Enjoy a set of well-designed indicators that generate daily statistics and monthly reports, which our leaders analyze to drive changes and improvements over time.

work

Are you still managing multiple IT providers?

Standardize

Why does icorp's service stand out in the market?

Because we focus on operating with agility, precision, and problem-solving awareness through a carefully designed support model that prioritizes user satisfaction while ensuring their continuity.

Because, among other things, we aim to improve the First Visit Resolution (FVR)

Here you can analyze the types of tickets we handle and resolve in the first interaction within our field support model, aimed at improving the availability of your operations.

Requests

Incidents

Maintenance

FACTS & DATA

A pinch of facts and data to support our argument

Because our Net Promoter Score (NPS) is significantly above the global market [42 according to ClearlyRated.com], in addition to achieving high levels in CSAT and SLA compliance.

75

NPS
Outcome

Net Promoter Score

> 96 %

CSAT
Outcome

Participation > 20%

> 60 %

FLR
Outcome

First Level Resolution

+ 200

Supported
Locations

with multiple clients

+ 800000

Tickets
solved

with an SLA exceeding 98%

+ 16500

Training
Hours

during 2021

With a support model that assists and empowers you

DRP / BCP Infrastructure expand_more

Enjoy a high-availability infrastructure, with two interconnected support centers, backup power, virtualized servers, and redundancy.

Best IT Practices expand_more

Implement an ITIL-based service desk to manage your services. We are certified in ISO/IEC 20000-1:2018 and ISO/IEC 27001:2013.

Service Delivery Managers expand_more

These leaders are responsible for contractual compliance and customer relationship management, always striving for continuous improvement in an environment of excellence.

Operational Coordinators expand_more

The coordinator is responsible for personnel administrative management, as well as performance management and continuous improvement of the accounts they oversee.

Backup Staff expand_more

Don't worry about absences due to turnover, illness, maternity, or vacations; we have additional agents to cover operations.

Quality Assurance expand_more

Our most experienced analysts conduct quality control tests with 14 criteria to ensure that agents follow the protocol.

Knowledge Management expand_more

We focus on standardizing, documenting, and updating procedures in a living knowledge base that is available to agents.

Project Management expand_more

Ensure the success of the startup and stabilization of operations with an internal project management methodology coordinated by a formal PMO.

Training Program expand_more

Take advantage of our program, where employees develop both soft and technical skills, as well as specialized and leadership competencies.

Performance Evaluations expand_more

Because a measurable operation enables continuous improvement, we work with well-designed indicators for both agents and the service as a whole.

Satisfaction Surveys expand_more

Understand your users' perception through CSAT, respond to service surveys we provide, and access our Complaints and Suggestions Unit.

Feedback and Coaching expand_more

We maintain open communication with the client and our employees, working comprehensively to improve performance and well-being.

Learn how to craft a Support RFP today!

Because securing an Exceptional Provider is directly proportional to the quality of the requirement and a well-defined, clear expectation.

Register for the webinar (esp)

CRITICAL COMPONENTS

The elements that enable our operation

We centralize ticket registration and management to ensure SLA compliance, while also enabling field operations with the necessary resources.

Field Central

Vehicles and Mobility

Tool Kit

verified

Why hire companies with the REPSE?

View infographic

OUR MANTRA

In the words of our clients

icorp enables business competitiveness from 3 critical pillars, placing the customer at the center of the strategy. A wow provider manages and operates to help you achieve a prominent position in the market; with a measurable operation, information analysis, and continuous improvement.

Prevention

Identifying risks, analyzing information, and taking action to prevent incidents from occurring, ensuring continuity.

Optimization

Innovating in resource utilization; developing people, managing processes and technology.

Cost Reduction

Improving operational results, ensuring decreasing costs over time, thus enabling strategic investment.

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“Our Global IT Service Center is deeply committed to customer satisfaction and operational efficiency, icorp has been a very important piece of our strategy.”

| Colgate | Pablo Ávila - Associate Director, Global IT

“They have experience, they offer services based on methodologies and that makes you trust the company, they have been updated and have done things well.”

| CEA | Humberto Guerrero - Director of IT and Communications

“I recommend icorp, they have helped us achieve continuous growth, they are the ones that achieve that fusion between operation, technology and quality service.”

| OXXO | César Camargo - Information Technology Advisor

“icorp has been characterized by its great service attitude, responsiveness, and innovation in its internal processes. It is a key business partner for Mars.”

| Mars | Niels Fritz - Senior Information Services Manager

Are you ready to discuss your project?
We'd love to hear you

FAQ's : Frequently Asked Questions

What is the duration of the support contracts? expand_more

Support contracts are signed for an annual or multi-year term, linked to a price increase based on Mexico's Consumer Price Index (INPC). There are also occasional projects that are billed on a per-event basis.

How long does it take to implement the service? expand_more

The implementation time will depend on the maturity of your current operation and whether you already have personnel to integrate into the team. Typically, an implementation project takes between 2.5 and 3 months and incurs an additional cost beyond the monthly contract fee.

Do you have an active REPSE for outsourcing companies? expand_more

Yes, in fact, we were one of the first companies to obtain registration in the registry by meeting all the requirements set by the government institution that issued our Registration Notice number: AR1969/2021.

Can you adopt our ticket management software? expand_more

Yes. While we recommend working with ServiceDesk Plus from ManageEngine for its cost-effectiveness and alignment with ITIL best practices, we can adopt any software for service delivery without any issues.

I already have on-site/field personnel, can you integrate the services? expand_more

Of course. Our services work best when integrated, with remote personnel for the service desk, on-site staff for second-level support, and field personnel to support distributed locations nationwide. We also provide remote monitoring and management of infrastructure, as well as application support.

COMPLETE OFFER

Incorporate additional services and solutions to your IT support

The field Support service is just one piece of the puzzle to enable your business's competitiveness. Certainly, it's powerful on its own, but when integrated, it becomes exceptional.

ServiceDesk / Remote Support

See more

On-Site Support / Site Support

See more

IT Infrastructure Monitoring

See more

Are you renewing your IT equipment?

Achieve improvements in your organization's technological competitiveness and empower all your IT users through a technology equipment renewal with the support of our specialists, our solutions, and our service model.

Just in case you have any doubts...

If you're not sure where to start or if you have several ideas and need support to give them structure and a strategic focus, then don't hesitate to contact us, we'd love to hear you.

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