Qcom can provide you with a complete helpdesk and technical support service – or supplement your existing resources – without the financial, management, recruitment and training overheads required to build and operate your own facility.
Tier 1- Helpdesk
Friendly, polite, knowledgeable help desk staff members receive enquiries from customers dialling into a ‘virtual’ helpdesk via a dedicated phone line. These enquiries are then assigned to an engineer for specialist help and advice, within the timeframe of your choice.
Tier 2 – Technical Support
For more advanced customer support, a technical filter sorts incoming queries and assigns a technical specialist within 20 minutes. Our expert over-the-phone advice is usually sufficient, but in case of a more complex issue, engineers can be allocated to ensure a positive outcome.
Qcom’s large network of highly trained engineers and technical consultants means you can provide your customers with on-site repair and technical support across the whole of the UK and Europe – ensuring a superb after-market experience whenever and wherever your customers need help.
To minimise downtime and improve the life-span of equipment, Qcom can provide a preventative maintenance programme for you and your customers.
Qcom provides a full suite of workshop / depot services via our Technical Repair Centre, allowing you to fully outsource your back-to-base repair provision or to supplement your in-house resources to meet fluctuations in demand.
With Qcom on your team, you can confidently offer your customers the warranty or extended warranty package your market demands. Working closely with our manufacturer partners, we offer not only field and workshop / depot warranty repairs, but also a complete end-to-end warranty management service, from warranty registration to policy review and feedback.
Take away the hassle of tracking your stock, spare parts and assets by letting Qcom manage your inventory. We manage the logistics and warehousing of inventory to enable partners to have a forward stock location closer to clients and with the benefit of reduced costs associated with establishing a dedicated facility.
Qcom provides a comprehensive aftermarket support capability for a UK-based supplier of security technologies.
As firms begin restructuring in response to recession, the case for outsourcing technical services & support has never been more compelling.
What factors should technology manufacturers take into account when deciding between in-house vs outsourced technical service & aftermarket support delivery?