Field Support

PDSi specializes in developing customer-specific field support programs for OEMs and their customers.

From basic OEM-branded telephonic support lines to comprehensive, privately labeled programs including full contact center support, advanced exchange and on-site service, PDSi has the expertise to meet an OEM’s most stringent field support requirements.

Global Contact Center Support

PDSi's Global Contact Center provides OEMs and their customers with a single point of contact and accountability for product support. From telephonic, e-mail and Web-based inquiries to the dispatch of field engineers for on-site repairs or same-day replacements of failed parts, PDSi's contact center serves as a one-call resource for all OEM field support needs. PDSi can interface directly with OEM customers while maintaining OEM branding and identity, or we can work exclusively with the OEM. As with all PDSi service and support programs, the level of Contact Center support provided can be tailored to specific OEM requirements.

Advanced Exchange

PDSi's customer-defined advanced exchange programs seamlessly integrate logistics, repair, supply chain management and contact center support to ensure rapid global response to customer service calls and field failures.

Options include:

• Immediate replacement of parts or whole product
• Swap for new or refurbished parts/product
• Stocking of parts/products
• Replenishment of parts/products
• Customer-defined response times

On-site Service

With some products, PDSi can arrange for field technicians to perform on-site repairs without performing an advanced exchange. PDSi can evaluate your requirements in order to determine whether on-site service is a viable option for your service and support program.