A unified Tier 1 help and ticketing service that reduces costs and improves support functions enterprise-wide.
Xentrans has identified a critical gap in the market within the transportation industry, recognizing the pressing need for a support organization offering Tier 1 (i.e., primary point of contact) operational support for technology solutions. Traditionally, technology deployments in this sector have fallen into one of two categories: either with limited vendor support, where train operators or maintainers bear the responsibility for ensuring system continuity; or with full vendor maintenance from inception to retirement, entrusting the vendor with both system upkeep and day-to-day oversight.
For either approach to succeed, it is essential for transit operators to have dedicated resources available to oversee technology and vendor relationships, guaranteeing optimal system performance. Xentrans steps in to address this challenge by providing comprehensive Tier 1 support service to multiple train operators. Our Service Desk offering encompasses initial technical support, where we serve as the primary point of contact — reachable via phone or email — for addressing any technical issues raised by transit operator staff and, optionally, by passengers.
Our Service Desk team actively monitors the deployed systems, swiftly detecting issues as they become apparent through monitoring systems and illuminating issues that gradually impact system performance over time. One distinctive advantage of our support service is its complete independence from the solution vendor/provider. This independence enables us to operate exclusively in the best interests of the transit operator, ensuring that contractual Service Level Agreements (SLAs) are met. We meticulously track solution performance against these SLAs using Key Performance Indicators (KPIs) and maintain detailed monthly reports highlighting any deviations. This empowers the transit operator to hold the vendor accountable, following the specific contract terms and conditions. Service Desk also consolidates the Tier 1 support of multiple solutions into one independent, unbiased team removing duplicate functions and reducing operational costs.
What sets our service apart from those directly provided by vendors or by transit operators’ in-house resources is the development of a fully customized Xentelligent Insights data analytics platform. Insights offers automated alerting and real-time reporting of system performance, providing valuable, actionable business intelligence to enhance operational efficiency and reliability.
At Xentrans, we are committed to delivering the highest standards of support and innovation to empower transit operators in achieving their technology-driven goals.
NEXT STEPS > Service Desk is available for any transit agency seeking a superior way to support staff and end-users while consolidating Tier 1 support under one roof. Contact us for more information and to schedule a live demo.