The St. Moritz ICC
Client Portal Integration
Tested Continuity Protocols
Many companies claim that they are responsive to their clients’ needs, but St. Moritz believes that “actions speak louder than words”.
We have invested considerable capital in the development and maintenance of a twenty-four (24) hour state-of-the-art International Communications Center to ensure that our management team is able to respond to our clients’ needs at any time. Our International Communications Center handles over 18,000 calls per month.
An ICC shift supervisor is always on duty, as well as a Client Communications Coordinator for call escalations and emergency management. Client Communications Coordinators have cell phone and email access to all management team members, from our Owner to our Regional Managers. Client Communications Coordinators also have access to emergency resources and logistics to resolve problems/issues in the field.
State-of-the-art dispatching, scheduling, and contact management, both commercial and proprietary, software packages are in place and our staff is fully trained on their use.
All ICC Operators and Coordinators have work stations and a full complement of Microsoft Office and proprietary software programs. These work stations are integrated into our corporate system and information can be shared in multiple formats and media.
Our computerized phone system provides the latest in features and function. Our operators are cordial and efficient in handling calls, exemplifying our customer service philosophy.
The floor space of our International Communications Center allows for an “open air” arrangement of office spaces. This enhances the work/information flow and allows for closer oversight by supervisors and managers.
Daily off-site backup of all systems, battery backup for both servers and phone systems, written guidelines and training on “pen and paper” methodology, on-site security systems and personnel, all ensure our ability to continue operations through any crisis or disaster.
Our International Communications Center has multiple dedicated phone and fax lines. A main toll-free number is provided for all calls. For large volume facsimiles, a fax to desktop number is available.