White-glove in-home technicians
Completing over 1.4 million installation and service calls annually, our HomeCTOTMs provide your customers with impeccable network knowledge and customer service. HomeCTOTM technicians can assist with a range of in-home services including product delivery, installation, troubleshooting and repair. Each HomeCTOTM is trained specifically in your product or service, to ensure they can act as a product expert and answer every question your customer may have. In the event of a product question, problem or return, Goodman Networks’ Network Operations Center (NOC) and call center can directly engage tier 1 and tier 2 support calls and, when required, dispatch one of our HomeCTOTMs to your customer’s home to confirm the situation, fix the problem or begin the return process (including potentially delivering a replacement device) and then route the defective product back to our Network Integration Center (NIC) to be further assessed, repaired and returned to the refurbished inventory.
When paired with our Closed-Loop Logistics process, the work of our HomeCTOTMs ensures your customers are treated with care and to timely, quality service.