Qcom provides a nationwide engineering team for this global manufacturer of product ID and traceability solutions.

At a Glance

• A dedicated engineering team for global manufacturer of product ID technology
• Support for maintenance repair and installation, across the full product range
• Completely flexible deployment to meet peaks and troughs in service demand
• Ongoing partnership built on success of initial project engagements

The Need

Our client manufactures products including inkjet, thermal transfer, laser and print-and-apply systems.

The company retains an in-house engineering team, but required additional flexible resources to manage peaks and troughs in the service and repair workload.

The Challenge

A proven service partner was required to ensure high service standards were maintained for customers throughout the UK. The partnership would need to include both maintenance repair and installation services across the client’s full product range.

The Solution

Qcom provides a bank of fully trained engineers that the client can deploy whenever required to deliver equipment installations or break-fix repairs.

Processes have been designed to ensure seamless integration with the in-house engineering team, both in terms of service standards and the co-ordination of service schedules and calls.

A system of pre-paid Qcom engineering ‘vouchers’ makes it simple for the client team to contact Qcom and submit a service request. A voucher is then taken and the site visit scheduled.

The Results

The client can effectively manage the peaks and troughs in service demand without having to recruit additional engineers. This provides significant cost savings for the client, while still allowing them to deliver award-winning service to their customer base.

While Qcom was initially commissioned to undertake work on a project basis, the relationship has since developed into a full strategic partnership for which Qcom operates a dedicated team.