When you request service from MCC, our goal is to route your issue quickly, assign the right support resource, and keep you informed from start to finish.
Service requests may come in by phone, email, online form, MCC Express Passport, or through internal automated reporting alerts when supported equipment reports an outage or issue.
Step 1: MCC Receives the Service Request
A service request may be created when:
- You call MCC
- You email MCC
- You submit an online service request
- You scan your MCC Express Passport and submit a request
- MCC receives an internal automated reporting alert from supported equipment
No matter how the request comes in, the goal is the same: collect the correct account, equipment, location, and issue details so the call can be routed properly.
Step 2: Client Services Creates the Service Call
Once the request is received, the MCC Client Services team enters the service call into our ERP system.
This creates the official service record and allows MCC to dispatch the request, track the call, update the status, and document the work performed.
The more detail included in the original request, the faster MCC can route the call correctly. Helpful information includes the equipment serial number, location, issue description, error messages, and whether the issue affects one user or multiple users.
Step 3: MCC Determines Whether Remote Support Can Help
Some issues can be handled remotely without sending a technician on-site.
If the call can be handled remotely, Dispatch sends it to MCC’s help desk team. The help desk team has an average response time of 30 minutes.
Remote support may be used for issues such as software settings, print driver problems, scan-to-email issues, phone system changes, user setup, or other items that do not require physical repair.
Step 4: Dispatch Assigns an On-Site Technician When Needed
If the issue requires on-site service, Dispatch assigns the call to the most appropriate technician.
Technician assignment is based on factors such as:
- Equipment or system type
- Technician expertise
- Technician availability
- Current proximity to the client location
- Urgency and impact of the issue
MCC has an average on-site response time of 2 hours with a 4-hour promise.
Step 5: You Receive an “On the Way” Email
When a technician is on the way, you will receive an email notification.
This email includes:
- The technician’s name
- Approximate arrival time
- Service call information
This helps your team know who is coming and when to expect them.
Step 6: The Technician Arrives On-Site
Once the technician arrives, they will review the issue, inspect the equipment or system, and begin troubleshooting or repair.
The technician may ask for additional details, such as when the issue started, whether it happens every time, or whether any recent changes were made to the equipment, network, users, or location.
Step 7: The Technician Repairs the System
If the issue can be resolved during the visit, the technician will complete the repair and close the service call.
In some cases, the technician may need to suspend the call and return at a later date. This may happen if:
- Parts need to be ordered
- Additional time is required
- Specialized support is needed
- Access to the equipment or area is not available
- The issue depends on another vendor, network change, or customer approval
If a call must be suspended, MCC will continue tracking the service issue until it can be completed.
Step 8: You Receive a Completion Email
Once the service call is completed, you will receive an email with the details of the call.
This completion email may include information such as:
- Work performed
- Issue found
- Resolution details
- Technician notes
- Any follow-up information, if needed
Keep this email for your records, especially if the issue is related to billing, recurring equipment problems, or internal reporting.
What You Can Do to Help Speed Up Service
To help MCC resolve your service request faster, include as much detail as possible when submitting the request.
Helpful details include:
- Business name
- Contact name
- Phone number
- Equipment model
- Serial number
- Equipment location
- Description of the issue
- Error codes or warning messages
- Photos or screenshots
- Whether the issue affects one user, one device, or multiple users
- What troubleshooting steps have already been tried
The easiest way to submit a request with the correct equipment information is by using the MCC Express Passport. Scan the QR code on the Passport, choose Request Service, enter the reason for the request, and submit.