Fully Comprehensive Service

Overview

• 6 year guarantee for all equipment, with a continuous service contract.
  
• 128 Field Engineers and 19 Support Engineers throughout the UK.
  
• UK mainland based field engineers, operating from 8 locations.
  
• First time fix target of over 90% of calls taken.
  
• ISO9000, ISO9001:2000 and ISO14401 accredited accredited Service department.
  
• Significant and tailored van stocks held by engineers to assist in rapid resolution of service calls.
  
• Additional centrally held stock for remaining parts/spares.
  
• Bespoke centrally despatched support kits issued to resolve business critical customer applications.
  
• Combined support experience within the Service division of over 1500 years!
  
  

Helpdesk

• The Contact Centre is open Monday to Thursday 08:30 until 17:30. Friday 08:30-17:00.
• 34 agents available to take customer calls.
• 20% of technical queries are dealt with by first line helpdesk support.
• The remaining 80% of calls are handled by the Call Dispatch Team and distributed to the most suitable field based engineer.
• Call Dispatch have the ability to match customer calls to field engineers based upon postcode, product and engineer skills.
• The Helpdesk has dedicated staff to provide first line software support.

Hardware Engineers

• All mainland field engineers use hand held PCs for on-site machine 'interrogation'.
• Full product manuals available on-line for engineer use.
• Technical Support Group available to provide engineer technical consultancy.

Software Support

• PC Anywhere product used for swift customer PC interrogation.
• Site visits can be made where the use of PC Anywhere is not appropriate.
• Access to developer information for further techincal consultancy.