Qcom provides award-winning smart vending specialist Mother Group with an experienced, customer-first engineering team to deliver an exceptional end-user experience.

At a Glance

• Fully white-labelled and outsourced technical service partnership.
• A complete one-stop shop solution from pre-sales to aftermarket support.
• Drawing on the full breadth of Qcom’s repair, maintenance, training and logistics capabilities.
• Significant emphasis on service values to support brand’s commitment to best-in-class customer experience.
• Client’s in-house technical team freed to focus on core development and business growth activity.

The Need

Mother Group, an award-winning smart vending solutions specialist, needed an engineering team and comprehensive service infrastructure to support it through a critical stage in its development, as the company transitioned from start-up to full national operation.

The Challenge

Mother needed an engineering team which could marry comprehensive product knowledge with a customer-first ethos, to match the brand’s own commitment to best-in-class customer experience.

A full-service solution was required. For pre-sales, this included site surveys; in sales fulfilment it required logistics management, system installation and commissioning; and after-sales repair and maintenance support needed a comprehensive solution capable of meeting a range of SLA response times, from 24 to 72 hours.

The Solution

Qcom created a comprehensive training and onboarding process to create a precise and tailored solution for Mother. This included initial engineer training in the workshop followed by comprehensive field experience to develop a practical understanding of fault, failure and fix patterns.

Qcom’s nationwide network of field engineers is responsible for the delivery of frontline on-site services, combining technical excellence with a service orientation that ensures an outstanding customer experience throughout.

A dedicated warehouse and logistics team was created to support the movement and storage of parts. This dedicated facility not only reduces operational costs but provides an infrastructure capable of supporting the 24, 48, and 72-hour SLA requirements for service response and break-fix repair.

To complete this comprehensive solution, Qcom provides planned preventative maintenance and user training packages to optimise the customer experience, minimise downtime, and maximise the longevity of equipment.

The Results

Qcom has created an exceptional technical services solution for this growing technology solutions company, supporting customers throughout the United Kingdom.

By deploying Qcom’s full-service technical services capabilities, Mother has been able to support rapid growth in customer demand while leaving its own in-house team free to focus on core development and business growth activity as the company transitions effectively to a full-scale national operation.