Help Desk is available 24/7 staffed by IMS employees
As calls come into our help desk they are routed to the appropriate personnel. All calls and issues are logged into IMS proprietary software that matches time and date of call, person taking the call, issues discussed and resolution or work orders opened and personnel dispatched for on-site repairs. Calls come into a national toll free number. IMS provides a single source of contact with unbeatable service.
The IMS call center is not outsourced.
Issues that come up are either handled by personnel taking the call or are escalated to other personnel such as Account Managers, Dispute Resolution Personnel, Controller or President.
Customer disputes such as charge backs or Regulation E calls are handled by Dispute Resolution Personnel through the IMS call center.