A new hotline has been set-up as part of the enhanced operation, spearheaded by Group Technical Support and Services Manager, Andrew Atack who oversees a team of experienced and skilled engineers.
Resellers can ring between 8.30am - 5.30pm or use an online ticketing system where their queries will be quickly progressed.
“We want to offer complete flexibility and maximise utilisation of resources to ultimately improve the service we offer,” Andrew explained. “It’s a smarter use of resources based on a more proactive rather than reactive response.”
Andrew brings a wealth of expertise to the role, spanning the last 11 years, having previously worked for Marconi as part of a distinguished industry career which followed 25 years in the Royal Navy.
He says the online portal provides resellers with a continuous flow of live information and acts as a handy reference point to download new software releases. The web-based system plays a frontline role in providing engineers with a convenient and easy to access information service, day or night.
“We’ve always had a reputation for providing a first class service but continued advances in technology and re-alignment of resources have enabled us to considerably enhance the service in terms of the efficiency and effectiveness of how enquiries are handled. There is a full audit trail of every support call made, electronically or on the telephone so if a customer needs to track back, the answer is literally at their fingertips.
“All support tickets, verbal or electronic, are routed through the same system, allowing the reseller full visibility to the current status and proposed resolution. Because this access is on-line, they can log on anywhere and find out the latest information about how their enquiry is being progressed.”
He concluded: “The alignment of our processes with those of manufacturers and resellers gives a seamless end-to-end free service which in my opinion is the best in the industry.”