Qcom supports this recently acquired UK technology manufacturer in a comprehensive technical services and support partnership.

At a Glance

• UK-wide technical service and support partnership
• Working with innovative intelligent locker technology
• Covering installation, break-fix repair and ad hoc support projects
• A single-provider solution allowing client to focus on product development and business growth

The Need

Our client manufactures automated dispensing, click and collect and asset management equipment for the retail, warehousing, transportation and medical sectors.

The company required a service partner to install and support its range of dispensing technologies throughout the UK and Europe.

The Challenge

Qcom has put in place a team of manufacturer-trained field engineers to cover all the required territories.

A system of pre-paid vouchers allows the manufacturer to rapidly book site visits for installations or break-fix repairs via the Qcom service desk.

The Solution

Qcom has designed and implemented a complete technical service and support solution for the manufacturer, including installation, break fix repair, and associated projects.

The service uses a voucher-based system for flexibility, whereby calls are initially logged with the Qcom helpdesk.

For an installation, the Qcom engineer meets the manufacturer’s logistics provider onsite to accept delivery. The equipment is checked before being installed to the required specifications, including securing larger units to the ground with bolts.

When a call is logged for maintenance, the engineer attends site anywhere in the UK on a guaranteed next-day basis.

Qcom holds a full inventory of spare parts to support the maintenance service. We also manage and implement a range of technical services projects for upgrades, modifications and part recalls.

The Results

By outsourcing technical services and support to Qcom, the manufacturer has not needed to recruit its own team of engineers. As well as keeping fixed costs down, this has allowed the company to focus its time and resources on developing product and gaining market share.

By working with Qcom as a single-source provider, the client has realised further cost and efficiency advantages over pursuing a multiple-provider solution.