HVAC Technical Support Experts
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I'm Mattia Villa,
Director of the International Unit
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HVAC

Resolution and Innovation

Highest Resolution at Highest Quality.


With more than 30 years of experience MST Electronics is specialized in omnicalnal and multilingual Technical Support and Customer Service. With high First Call Resolution ratios, we improve the customer experience thanks to an expert team in technical support, handling SAT's and breakdown reports, spare parts and incident tracking. We reduce costs for greater efficiency and productivity. We help our customers to improve their services.
High FCR High Resolution Rate (FCR)
Expertise Commercial Proactivity
Innovation Cost Reduction
Cost savings Increased Flexibility
Customer Experience Shorter Response Time

Our Solution

High Resolution Rate (HRR)
Expert and specialized team in the HVAC industry with a resolution higher than 85%. Because we integrate personnel with Know-How and experience in technical support together with automated channel technology.
We turn service into a profit center
We boost the increase in sales.. We take advantage of the contact for cross selling and up selling actions: warranty extensions, maintenance contracts, boiler replacement, air conditioning installation, aerothermics.
Greater flexibility
We manage the seasonality of your service in winter and summer. We have processes and tools already established to quickly set up a reinforcement team while maintaining the same quality of service.
Cost reduction
Thanks to our high resolution service. We avoid the technician's visit reducing the response time, thus increasing productivity and efficiency to be able to handle a greater number of contacts with less equipment.
Who we attend
We adapt to your customer. We have specialized teams according to the type of customer for a better Customer Experience. End customer, distributors, stores, SAT, installers, technicians, partners, VIP groups, sales force....
Multichannel
The MST system allows us to provide service in different channels such as Phone, Email, SMS, Chat, Social Media, Web Form, Automated Channels such as Chatbot and also IVR with natural language.
MST services in the HVAC Industry
Help Desk / Technical support
1st level / 2nd level / 2nd advanced level
Breakdown reporting
Overhaul notifications
Renewal of contracts and extension of warranties
Coordination of own and third party technical service schedules
Set up, configuration and installation of equipment and services
Claims service
Notifications of revisions
Cross selling
Up selling
Customer loyalty
Backoffice
Incident resolution
Product information
Tariff and commercial information
Installation support
Coordination of installation and maintenance schedules
Technical service notification
Technical information service
24-hour / Emergency
Alarm center
Spare parts ordering and service
Preventive maintenance
User training
Remote assistance
CAU
Satisfaction surveys