Our client is a global manufacturers of auto ID and data capture technologies for the healthcare, logistics and retail industries.
To support its warranty service provision, the company required a multi-language technical helpdesk solution for English and Polish speakers.
The service needed to include call logging and technical support via telephone and email, as well as management of the RMA process and escalation to field service where required.
The high expected volume of calls meant that this service would require full-time dedicated helpdesk engineers.
Bespoke new processes would need to be developed and implemented by both Qcom and the manufacturer.
Qcom established a technical helpdesk with six dedicated engineers. The engineers were trained on the complete product line, and supported to provide multi-language support for end users and resellers.
Dedicated telephone lines and email addresses were answered with full customer branding.
Each call was logged on Qcom’s service management system before technical assistance was provided by a helpdesk engineer. Where calls could not be cleared over the phone, the warranty status of the machine was checked and, where in warranty, arrangements were made for the unit to be returned and repaired in Qcom’s workshops.
Where the equipment was not covered under warranty, the engineer quoted for a repair either in the Qcom workshop or onsite.
Qcom took over 400 calls per month from end users and resellers.
By introducing a single point of contact which covered technical assistance, RMAs and repair quotations, the service streamlined and improved the customer experience.
By resolving technical problems remotely wherever possible, equipment downtime was minimised and the costs of shipping equipment to workshops was considerably reduced.
This was a highly specific requirement from a manufacturer for whom we have provide field and workshop repairs over a number of years. Our full-service capability and experience meant we were well-placed to develop a completely bespoke solution.
Qcom Managing Director