About DRB Tunnel Solutions Support

Technical Support That Assures Business Success

When you choose DRB Tunnel Solutions, you can get more than industry-leading technology. You have the opportunity to access our Knowledge Center. More than technical support, our Knowledge Center is a business partner committed to helping you become more successful and profitable.

We’re Here. Always.

We know that your support needs aren’t limited to typical business hours. We’re always here, even on weekends and holidays. A Rapid Response Annual Support agreement ensures that you have access to unlimited telephone and email support.

Making Our Systems Work For You

Our products are highly customizable, designed to meet the diverse needs of every customer. We have assembled the largest support staff in the industry (100+ technicians) to not only keep you up and running but to help you tailor our products to maximize your investment.

The Knowledge Center can help you configure your site’s workflow to:

• Increase volume
• Improve revenue per car
• Lower operating costs
• Assure the high performance of your operations

Unprecedented Attention to Results

Our goal in the Knowledge Center is to provide ultimate professionalism with the fastest responses and resolutions. Over the past 30+ years, we’ve developed a sophisticated system to constantly monitor key metrics, including:

• Average response times.
  Goal: Answer 80% of incoming calls within 3 minutes
• Average on-hold times.
  Goal: Average hold time of two minutes or less
• Time to resolve
• Telephone and online customer satisfaction survey results
• Call audits

We continually make adjustments based on these metrics and reward technicians based on the ability to meet established goals.

Each technician completes a structured training that includes classroom learning and time on the phone with an experienced mentor, gaining both technical and industry expertise.

The Best Support in the Industry Keeps Getting Better

The Knowledge Center has shifted to a regional support structure to ensure greater customer success and continuity of service. Support requests are now routed to five regional teams, each led by an experienced technician who possesses deep product knowledge and leadership skills.

This support structure allows customers to work with a small group of technicians rather than getting different representatives each time they call. And because technicians are more familiar with the intricacies of each site and work as a team, resolutions are faster and more accurate. Our technicians love working in the team environment because it empowers them to see issues through and build stronger customer relationships.