Qcom provides end-to-end technical service and support for this print technology specialist.

At a Glance

• End-to-end technical support covering pre-sale, sale and aftermarket requirements
• White-label helpdesk offering Level 1 and Level 2 support
• Nationwide on-site engineering team
• Additional services including workshop repair and end-user training

The Need

Our client is a specialist provider of high-quality label printers, label supplies and barcode solutions for blue chip corporations, SMEs, local authorities and public sector organisations.

Priding itself on building longstanding customer relationships through outstanding service, the company sought a technical support partnership which could help it further improve its support offering.

The Challenge

The company wanted a single provider with the capability to offer an end-to-end technical service to support the entire customer journey, from pre-sales and sales through to a comprehensive aftermarket provision.

Specialist helpdesk resources and a nationwide engineering network for on-site support were core requirements.

This comprehensive level of support would require engineers to have an in-depth understanding of the client’s entire product range.

The Solution

Qcom provide a white-label helpdesk function, providing Level 1 call logging and Level 2 technical support and fault resolution. A dedicated phone line is answered as the client.

The same white-labelling is carried into our field services, where our nationwide engineering team provides on-site installations, break-fix repair and preventative maintenance.

The service also includes workshop repair and end-user training.

The Results

This comprehensive outsource solution delivers significant cost savings for the client.

Using Qcom’s technical support team allows the client to provide an enhanced level of service to their customers without incurring the fixed costs involved in recruiting and training their own in-house team.

This strategy also allows the client to focus their existing technical staff on their core business activities.