GfK System GmbH

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- anything at anytime - voice, data and
maintenance services, 24 hours at 365 days - ask
us ! -
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GfK System - Overview

• GfK System GmbH was founded in 2001 - formally
  known as GfK Gesellschaft für Kommunikationstechni
  k
• - Since 1991 certified Nortel Reseller in
  Germany
• excellent trained Employes
• 15 years experience in Nortel business
• Focus convergent Voice and Data Networks,
  Unified Messaging Service, mobile Solutions and
  Customer Interaction Solutions
• strong cooperation with Nortel
• Service for all Nortel voice products

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Company
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Services Requirements

• Stand-by Service 365 Days, 24 hours
• Remote maintainance support for all Nortel
  products
• OnSite preventive maintainance for system
  components and applications
• On stock Spareparts of all Meridian 1,
  Succession, Communication Server and Applications
  
• Troubleticketing Phone, Fax and INTERNET

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Basic Support Services

• Consulting/Sales - Installation/Programming
  OnSite Training Maintainance
• Reporting-Services e.g. SAMwin, NTWcount, Call
  Center, Trafficanalyses
• Hotline Service and centralised tracking of the
  trouble tickets
• Hard-/Softwaresupport, Engineering, Installation,
  Configuration and Maintainance
• Upgrade Service Fieldtrail-Service
• Regular Customer Workshops e.g. technical News,
  Internet Newsletter

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Readiness in case of trouble

• response time
• lt 2 h
• remote connection
• lt 30 minutes ..........
• OnSite-schedule (without travel time)
• Priority for a Case
• 1) Emergency OnSite Response and Intervention
  time (4 hours)
• 2) Major lt 2 days (in agreement with
  customer)
• 3) Minor lt 10 days (in agreement with customer)

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Locations in Germany (with Partner)

• Hamburg

• Berlin

• Cologne

• Leipzig

• Mannheim

• Munich

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Locations in Europe (with Partner)

• Austria
• Belgium
• Czech Republic
• Denmark
• Finland
• France
• Great Britain
• Italy
• Netherlands
• Norway
• Poland
• Russia
• Spain
• Sweden
• Switzerland

We have a lot of strategic partners in Europe
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Accredit Nortel Solution Partner

• Enterprise IP Telephony Solution (Communication
  Server)
• Meridian 1 Voice Solutions
• Customer Interaction Solutions (Symposium)

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Accredit European Nortel Gold Solution Partner

• Enterprise IP Telephony Gold Solution(Communicati
  on Server)
• Meridian 1 Voice Gold Solutions
• Customer Interaction Gold Solutions (Symposium)
• BCM Solutions

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The Organization Processes
Customer
EMEA Central (Entry Point)
GfK System GmbH
Customer Support Center
Helpdesk
Maintenance
Level 1
Level 1
Operation
(1. Analyses)
Country Local
Country Local
Customer Service
Field technician
Spare parts
GfK / ascom
Level 2
Level 2
Maintenance
Center
Country Central
Nortel (e.g.)
ascom
Level 3
Level 3
Product-
Lab systems
3d Level
Support
European Central
Emergency Support
Design-Support
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Partner