News

CTSI-Global is committed to providing unparalleled service and assistance to all our carrier partners. And with the launch of our new Carrier Service Desk, we’ve made it even easier for carriers in our network to access the support they need. Here are just a few of the benefits our Carrier Service Desk brings.

Streamlines communication via a single, easy-to-navigate portal

Waiting on hold for an available representative. Searching for email addresses online. We know that every minute a carrier spends on the phone or drafting emails is a minute they could spend on the road. That’s why we’ve streamlined the inquiry process significantly, providing a smooth and simple pathway to support. Submitting an inquiry or request has never been easier. The Service Desk portal allows carriers to choose the option that best fits their needs from six key support areas: audit/EFBR issues, payment statuses, check inquiries, technical issues, website access, and new carrier setup. Once the carrier selects which type of support they need, they’re taken directly to our Carrier Relations Department. And if they’re unsure which option best matches their current issue, our Carrier Service Desk also features a search bar to help them quickly identify the support they need.

Allows carriers to track the status of their requests

There’s nothing worse than sending an email about an urgent issue then waiting hours or even days for any sign it’s been received—let alone dealt with. Our new Service Desk eliminates that uncertainty entirely. Now, carriers can track the status of their requests directly and receive regular updates, from submission right through to resolution. No guesswork, no repeat phone calls, and no wondering whether the request has been seen. We know a little peace of mind can go a long way, and we’re here to provide it. The data we gather through our Service Desk will allow us to track how we’re doing, too. Our Carrier Services department works tirelessly to provide world-class support, but we’re always looking for ways to improve. By monitoring the resolution times for all inquiries submitted by carriers in our network, we can maintain and build upon the exceptional service we’re known for, because our partners deserve the best.

Provides the resources carriers need to solve common challenges

While we’re always on hand to provide support, sometimes it’s more efficient for carriers to resolve simple issues themselves. Through our Service Desk, carriers can now access our helpful self-help guide, providing all the information they need to make quick fixes and get on with business. That way, if the same issue crops up again, employees know what to do and can resolve it at lightning speed. We’ve also created a handy FAQ page, so carriers can check if their issue has an easy resolution. If it doesn’t, or if they’re unsure, our team is ready and waiting to assist.

The support carriers need to keep the wheels turning smoothly

At CTSI-Global, we’re dedicated to supporting the carriers who partner with us. We know that no one wants to deal with a call center, which is why we’re constantly innovating to provide the most convenient, efficient, and effective service possible. Not part of our carrier network yet? Join today and gain access to CTSI-Global’s robust customer base, dedicated support agents, and more.