Loading...
  • slidebg1

    Quality Technical Support


    U.S.-Based
    Support Teams

  • slidebg2

    Quality Technical Support


    Multi-Channel
    Support Options

  • slidebg3

    Quality Technical Support


    Real-Time Trend Analytics
    powered by ServiceNow



Values

We realize that our actions have a direct impact on our customers' businesses and livelihood and our employees take this responsibility seriously. We will do our part to ensure the highest level of service by taking the appropriate actions in a timely and thoughtful manner.
Successful relationships are built on the effective use of communication and collaboration. By first listening and understanding your specific needs, we will apply our knowledge and expertise in a way that will work best for your company and your customers. We will work in conjunction with your team to continually improve and adjust as your needs change. By working with SEI, you are providing you and your business with a team that is continually invested in your success.
Our leadership team is there to provide the appropriate skills, resources, opportunities and motivation to help our employees and customers thrive. At SEI, we give power to our employees to help them to go above and beyond, allowing them to take initiative and meet our customers' needs.
When you entrust us to take care of your employees and customers, we take that responsibility seriously. As your partner, we are working with you to achieve total customer satisfaction. We hold nothing back and understand that even the smallest actions can have a big impact. Your trust is equally as important as our financial successes.

About SEI

SEI LLC is a leading provider of high quality, custom technical support solutions for mission-critical environments. Our 24x7 network of U.S.-based agents provides single-point-of-contact issue resolution for companies whose success relies on technology uptime.

For more than 25 years, SEI LLC has worked with companies to strengthen their brand experience by delivering outstanding support services. SEI invests in world class support tools that enhance the typical support transaction. Our custom support portal allows our clients to choose support vehicles and channels that are convenient for them, allowing prioritization of and focus on their customers. Additionally, our portal provides information and analysis to aid in trend forecasting and root-cause analysis customized at the corporate, region, and group and location level. SEI exists to dramatically improve customer experience while providing 100% transparency and simplicity.

At the core of our services is out U.S.-based delivery team. SEI’s Core Values strengthen our competitive advantage.


Comprehensive Knowledge Base

self help and ask the community features with ranking capabilities

Multi channel

contact us through phone, email or chat

Parts

ordering and tracking with customizable approval processes

Field Service

schedule a technician to come on site and track their arrival with GPS updates texted to your phone

TECHNOLOGY

ServiceNow

• Automated management for quick resolution call drivers – absolutely no hold times or call queues; quick, easy, solved!
• Live chat options which allow staff to not be tethered to a phone, quick document or picture exchange and the pace needed to not interrupt your business – your staff moves at their pace to needed to resolve without the pressure
Your organization can view all ServiceNow cases directly and the exact location of any service technicians without contacting the support team. From the computer or mobile phone - view quickly or set up the alerting system to provide you live feeds of progress
• Customizable dashboards for tracking cases
• Identify call drivers to address software/hardware/training needs
• Prevent the need for costly analytical personnel

Services

Retail Technology Support

For more than three decades, SEI has partnered with leading brands in global retail to design and deliver comprehensive support systems.
Our single-point-of-contact solutions offer phone, email and chat support in addition to self-help and community forums.

Retail Technology Support

Comprehensive technical support to corporate and franchise owned operators whose profitability relies on technology uptime. SEI provides support of POS and back-office systems, marketing technology, loyalty software, cashless systems and more.

Customer Care

SEI provides customer support as an extension of your brand identity. Whether it's helping a customer make a payment, walking a customer through using your web site or setting up a loyalty account, SEI's agents are trained as your employee and rewarded on customer satisfaction.

Single Point of Contact

In high transaction environments, SEI partners with you to decrease downtime and manage performance of all your technology and service vendors. We provide issue and vendor management to ensure adherence to Service Level Agreements and urgent and efficient handling of all the components of a support issue.

Our technical support professionals have more than 5 years of average tenure. In addition to technical aptitude, we pride ourselves on great customer service and our ability to act as an extension of our customer’s brands. Our decade-long partnerships with leaders in retail such as Sonic Drive-In and Jiffy Lube demonstrate our ability to understand and deliver on evolving support needs.


SEI's Retail Service


Full incident and problem lifecycle management delivers single-source management and consistent service delivery

Managing 3rd party vendors with field service requests, parts logistics, and ensuring that contracted SLA's with each partner is met can be extremely expensive and cumbersome. SEI's full service approach eliminates the need for its clients to carry these extra costs and through SEI's highly customizable service platform, service reporting is a breeze.

Fully certified, professional technicians specifically trained on the platform for expeditious troubleshooting and resolution

Every moment in the retail environment is critical in protecting your reputation to your customers and managing the costs from staff that cannot perform their jobs effectively. SEI invests heavily in cultivating strong, driven technicians and extensively trains them on platforms. This expertise leads to quick determination of the core issue and focus on driving the appropriate resolution rather than skipping through multiple channels.

Enhanced service approaches to keep your staff on track

Some situations are easily resolved or have lower priority to our customers. SEI has built cutting-edge tools and fostered strategic partnerships to ensure that we can meet the client's needs by providing chat capabilities, automated resolution for repetitious issues, and continually driving fast resolution.

Dashboards and on-demand reporting to drive platform improvements

We have put status updates at your fingertips! Why wait to talk with technicians or chase updates? SEI has customizable dashboards to track open case progress through case history visibility or direct text updates on case progression for any cases that cannot be resolved immediately. SEI's CRM tools are state-of-the-art and provide real-time technician tracking along with Service Level Management to ensure your teams are prepared and well informed every with every phase. On-demand reporting is key to working with the development or service providers to reduce call drivers to the help desk. Where it's a software bug or an opportunity for training – SEI's tools have a proven track record of being the catalyst for dramatic cost savings for our customers.

What Our Customers Say

Meet Our Team


Christine Antonelli

Christine Antonelli

President

Brian Haan

Brian Haan

Chief Technology Officer / Chief Security Officer

Kristi Gappert

Kristi Gappert

Retail Support Account Manager

Rob Gappert

Rob Gappert

Operations Manager (Missoula, MT)

Dan Sundquist

Dan Sundquist

Operations Manager (Grand Forks, ND)

Careers

Are you looking for an opportunity to expand your technical and customer service skills? SEI is a great step on your career path. We provide thorough training and the opportunity to work with great people, all while learning skills to make you more marketable and provide a foundation you'll use throughout your career.

Our Grand Forks, North Dakota, and Missoula, Montana, locations offer full-time in-office positions for people who enjoy working with both people and technology. All positions are fully trained (technical experience not necessary) and come with a great benefits package including full medical, dental and vision insurance, a generous paid time off policy, disability insurance and 401(k) plans.

We pride ourselves in providing our employees with an environment to thrive personally and professionally by helping to maintain a healthy balance of work and play. Our employees have the opportunity to regularly participate in company activities such as Disc Golf and Hiking.

To see a list of our current openings and to get started, please click here.

Contact Us


General Inquiries

Christine Antonelli
President
+1 815-529-3893
chris.antonelli@seillc.com

Sonic Drive-In Franchisee Sales

Kristi Gappert
Account Manager
+1 701-317-7583 ext 7712
information@seillc.com

Business Development & Partnerships

Christine Antonelli
President
+1 815-529-3893
chris.antonelli@seillc.com

Marketing & Public Relations

Katie MacKenzie
katie.mackenzie@seillc.com

Customer Support Centers

Grand Forks, North Dakota
701 DeMers Avenue
Grand Forks, ND 58201
U.S.A.
+1 701-317-7583

Missoula, Montana
2811 Latimer Street
Missoula, MT 59808
U.S.A.

Human Resources Contacts

For employment verification:
HumanResources@seillc.com
or (701) 317-7605

marketing@seillc.com