Qcom provides this US printing technology manufacturer with a total European repair centre solution for both warranty and non-warranty repairs.

At a Glance

• A comprehensive European repair centre solution
• Outsourced aftermarket care for a US technology manufacturer
• Helpdesk, workshop repair, inventory & logistics, and warranty management
• Enduring partnership handling up to 1,000 repairs a year

The Need

Our client manufactures innovative and high-quality barcode and transaction printers for a broad range of industries, including retail, banking, hospitality, logistics and healthcare.

The company required a European repair centre to deliver noncontract and manufacturer warranty repairs for its partners and end-users.

The solution needed to include a full Return Merchandise Authorisation (RMA) logging facility.

The Challenge

With the manufacturer being based in America, an adequate stock of spare parts would be needed to ensure the 5-day return-to-base service level could be met.

With a long-term solution being envisaged, an additional challenge would be keeping Qcom’s technical knowledge and repair capability up to date with the regular release of new models.

The Solution

As an alternative to hiring and training permanent technical staff in Europe, Qcom provides an outsourced repair centre which allows the client to pay per repair.

The services include helpdesk, workshop repairs, warranty management, and inventory and logistics.

This solution been designed to allow the US-based company to establish a European helpdesk and workshop repair service as a variable rather than a fixed cost.

The Results

Qcom’s outsource solution has proved to be significantly cheaper than setting up a standalone repair centre in Europe.

It also delivers a quicker turnaround than sending units back to the United States.

We have now worked in full partnership with this client since 2011, and currently carry out between 500 and 1,000 repairs per year.