Support services are available worldwide, including 50 trained professionals in three primary call centers in the United States—Liberty Lake, WA; Raleigh, NC; Oakland, CA.

Working Effectively with Support Services—support services developed a set of guidelines that helps Itron customers understand items like severity levels, issue escalation processes and working to resolve customer satisfaction issues.

Integrated email solution—support services incorporates a single support email address (support@itron.com) for customers to correspond with Itron when requesting product information or assistance to resolve or report a product issue they are having. The ‘support inbox’ is monitored by varied support services teams and emails are distributed by applicable product groups with specific skill sets.

Emergency after hours support—Itron offers emergency after hours support as an additional package for customers who require availability to support services during non-business hours.

After hours support—support services is available at no charge for Severity 1 issues as determined by Itron's definition in the Working Effectively With Support Services documentation.

Professionals with deep technical & product expertise—average tenure with Itron is 9+ years.

All support services analysts and specialists are certified on industry-leading, gold standard technical problem resolution methodology.

Automated call distribution system—routes calls based on customer selection and qualified support services agent responsibilities.

Integrated customer relationship management system—allows Itron support services full interaction across our services teams when opening or responding to service requests for customers with varying Itron products.

Kepner Tregoe certified—problem solving and decision making certification through Kepner Tregoe has enhanced support services skill sets to resolve customer issues more effectively and in a more timely manner.

Internal forums—allows the support services teams to facilitate product issue resolution with access to all Itron development, consulting, implementation and support resources.

Knowledge base—a repository of product issue resolutions accessible to Itron personnel that is easily searchable inside and outside of the corporate firewall.

Defect tracking system—when product issues are reported to support services they are evaluated based on the information provided by our customers and when reproduced entered into our defect tracking system. They are prioritized by customer severity and resolved by product engineering. Escalation can occur based on support services ability to monitor progress in the defect tracking system.

Cross collaboration opportunities—support services has full availability to product engineering, consulting, implementation, and sales and marketing specialists when dealing with issues specific to their areas of expertise.

Weekly technical support meetings—support services teams conduct weekly technical issue review sessions to discuss service requests currently being addressed with customers. These meetings provide the support services teams a wider knowledge base to troubleshoot issues and allow an avenue for open communication. They also provide a means to learn and apply known solutions to issues and bring to light issues that are relevant to multiple customers so they can be addressed in a timely manner.