Our client is a US-based manufacturer specialising in industrial Ethernet and serial device connectivity.
For more than 30 years the company has innovated high-quality industrial data communication and networking products.
The company required an outsource service partner to deliver quality technical services and support for customers throughout the UK and Europe
Any outsourced service solution would need to be comprehensive and integrated, covering the full service and support lifecycle from warehouse and inventory through to technical support and aftermarket repair.
Europe-wide coverage was essential, as was the ability to scale up and down to meet the normal peaks and troughs of both order fulfilment and aftermarket support requests.
Along with technical and engineering excellence, the manufacturer sought a partner with a strong service ethic to support and enhance its longstanding reputation for customer service.
Qcom provided the client with a one-stop-shop solution for all its technical service and support requirements.
Warehousing and inventory was managed from Qcom’s main distribution centre. Inventory for the European market was received, de-palletised, inspected and added to our warehouse management system, ready for pick, pack and dispatch as orders were received via the manufacturer.
Qcom also provided a complete European Service Centre, including helpdesk and customer support, full warranty management, and all return-to-base repairs.
This successful and longstanding partnership helped the manufacturer ensure a high level of service to its customers in the UK and mainland Europe.
By outsourcing to a technical service and support specialist, they were able to do this without the cost and distraction of operating its own engineering and support facility.
The clients prided themselves on the uncompromising quality of their technical sales, service and aftermarket support. To be confident of providing that quality of support throughout the UK and European markets, they needed not just a one-stop-shop technical solution, but also a partner who really understood the importance of service quality.
Qcom Managing Director