Our client is a well-known manufacturer of printers, projectors, scanners and retail technology, selling into both domestic and commercial markets.
With the company priding itself on delivering a first-class aftermarket experience, it wanted a partner which could help it introduce a new 4-hour response time for inkjet printer repairs throughout the UK.
The company was also looking for a comprehensive solution capable of delivering additional hardware installations and time-and-material repairs.
Meeting a 4-hour nationwide response target for a high volume of calls would present a number of challenges.
Additional dedicated team members would need to be recruited, and engineers would need to be comprehensively trained on the entire product range.
Logistical processes such as parts holdings and forward stock locations would be critical, and careful attention would need to be paid to the additional security clearances required by engineers.
Recognising the criticality of the new service level agreement, Qcom’s bespoke solution focused on the need to get an engineer on to any site in the UK within 4 hours of a call being logged.
Once the client has logged a customer call, an alert and diagnosis of the fault is sent to Qcom. We then schedule an engineer to attend site within the agreed SLA.
The engineers carry a full parts inventory and have access to forward stock locations nationwide to ensure a fix is achieved first time.
In addition to the enhanced 4-hour response service, we also provide an 8-hour response service for equipment that is not considered mission critical.
Our client has been able to provide an enhanced level of aftermarket support to their customers without the need to increase costs through the recruitment and training of their own nationwide team.
Our engineers currently attend c.100 calls per month, with call volumes having increased by 55% in over the last 12 months.
The 4-hour response target has been met on 90% of eligible calls, with a 99% rate for the 8-hour target.
70% of all calls are resolved on a first site visit.
Qcom consistently achieve top scores across the board in the client’s customer satisfaction surveys. This includes categories such as technical ability, professionalism and overall opinion of services.
Having been selected for our nationwide reach, customer service ethos and the expertise of our engineers and technical teams, it is rewarding to see this combination reflected year-on-year in the customer satisfaction surveys.
Qcom Managing Director