Office technology allows for an efficient and effective workplace. Until it stops working properly, then productivity comes to a virtual halt. After staff exhausts troubleshooting, the vendor service technician is called in, which often results in a series of service calls for the same recurring problem. Andrew Spurling, GFI Digital sales manager, is working to challenge the perception that is to be expected along with three other office technology myths.
Myth: Office machines breakdown, and that’s just the way it is.
To the contrary, customers should expect a large amount of uptime between service calls. “Your service call should be completed in one visit, with a technician that’s ready to do the job efficiently so you can get back to work quickly”, says Spurling. Your dealer and service provider should offer proactive maintenance and part replacement, focusing on client uptime. Technicians should be incentivized to maximize customer uptime rather than basing it on the number of maintenance visits.
Myth: All technicians receive the same training.
“Some vendors have one factory-trained technician who trains the other technicians, rather than having 100% factory-trained technicians, ”says Spurling. When all technicians are factory trained and certified there is no doubt that individual is equipped to handle the service call efficiently and effectively to maximize customer up time.
Myth: You can’t expect a service technician to have every part on hand.
An office technology vendor with a focus on customer uptime will ensure all technicians have the parts on hand to address any foreseeable system issue. “If you reach a certain number of service calls on the same machine, your provider should replace that machine,” according to Spurling.
Myth: All manufacturers are the same.
“When vetting a vendor you also need to look at the manufacturers that they represent,” says Spurling. Vendors like RICOH and Sharp bring unique benefits to a customer. RICOH has the number one market share in the world, which offers clients security and stability. Sharp financially supports research and development to constantly improve the technology of their machines.
Myth: I have to trust my gut when vetting a vendor.
When you’re vetting an office technology vendor seek an objective third-party such as PROS ELITE 100, which is a nationwide office equipment dealer rating service PROS ELITE 100 ranks GFI Digital #1 for service in the nation.
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