Service & Training
When it comes to Service & Training, we strive on keeping a high first call closed percentage and want to properly address the customer’s needs the first time they call, therefore eliminating the customer to follow up.
We are a proud partner of Fleetmatics – a leading provider of fleet management solutions, with both web-based and mobile fleet management solutions with application solutions that provide fleet operators with information on vehicle location, speed, mileage and fuel usage, making tracking and reporting fleet vehicles easy and efficient.
Performance Standards
Our Central Dispatch should be contacted for all service issues. All concerns will be identified and escalated to the appropriate individuals. These issues will be documented and reviewed quarterly. You can contact our management team directly to expedite the process.
Authorized Providers
Only authorized service providers will be contracted to perform service on equipment. In the event that a provider is unable or unwilling to meet the standards agreed upon, we can use its loaner pool to temporarily place equipment with similar functionality in place until suitable and cost effective arrangements can be made.
Response Time
Initial response time from the first call will be within 4 hours. All service calls placed outside of our operation hours will go into a mailbox and handled the following business day. In the event that certain agencies need service outside of this standard, arrangements can be made and after hour service rates will apply.
Place Service Call
The truth of the matter is that business equipment breaks down and it seems to happen when you need it the most. Let us help!
Centralized Dispatch
Centralized Dispatch receives service and supply calls from end users on their copiers, printers, or fax machines. We track service call history and ensure service calls are completed in an appropriate time frame.
Consumer Benefits
These include: toll-free calls for all service & supplies, the ability to place service or supply calls, timely response & tracking, reporting, summary service reports (monthly or quarterly), and a consistent holiday schedule.
Priorities
Our priorities include quickly answered calls, service email response, timely dispatch, accurately created Remedy tickets, call close out, training request submission, customer inquiries, and proper documentation.
Equipment ID Tags
Equipment ID Tags are the best way to identify a specific piece of equipment. This sticker is placed on the front of the machine. Customer service representatives can also identify equipment using a phone number or physical location.
METER READING
Automatic meter readings will be used for quarterly assessments. Newer equipment has the ability to scan or fax to email electronically export meter readings and limited service information. In the event automatic meter readings are not available, end users will be responsible for emailing meter readings to Central Dispatch. If Central Dispatch is unable to get meter readings via email or a phone call, estimates will be used as a last resort.
Monthly
Complaints are a top priority and will be handled immediately, however, these concerns will be compiled each month. In the event that they cannot be handled within 48 hours, the client will be informed of the situation immediately and the steps taken to resolve the issue; Open Call Report will assess the responsiveness and the fit of the equipment. A supply usage, loaner, and asset allocation report will be provided monthly for all billable supplies, equipment loaned and steps taken to resolve issues, and a list of equipment replaced, added or removed.
Quarterly
Quarterly reports are for long term planning in Right-Sizing for the client fleet and finding cost cutting measures. These reports will be presented in person at your location to go over all recommendations. A problem machine report will be generated to look at equipment that should be scheduled for replacement due to age. We will also provide you with fleet right sizing report that will focus on maximizing the use of your current equipment and volume bands will be established to make sure your equipment utilization is maximized.
TOSHIBA TRAINING
These support videos can aid in the use of your Toshiba office equipment.
FP Mailing Training
These videos explain how to use your machine’s features and take advantage of its uses.
TOSHIBA TRAINING
These support videos can aid in the use of your Toshiba office equipment.
FP Mailing Training
These videos explain how to use your machine’s features and take advantage of its uses.
Request a Quote
Connect with one of our experts for more details on how we can meet the needs of your growing business.