At IKON more than half of all our UK staff are employed in a service role, and throughout the Customer Service operation our priorities are to resolve your technology problems as quickly and effectively as possible, within an operation that is internally resilient.
Service on call
All customer calls are initially received by our call centres. We have four around the country acting as one virtual call management operation, and between them they receive an average of 6,500 calls a day. Customer calls requesting service are automatically routed to the appropriate call centre where they are logged, but should any part of the country experience any form of communications disaster our systems are capable of rerouting any calls to any alternative call centre.
To minimise customer downtime we do, where appropriate, provide telephone technical support. By analysing the nature of the problem our team of highly trained and experienced technical specialists help over 500 customers resolve their problems immediately over the phone every month. Good news for customers who can then get back to their business without any delay whatsoever.
On-site support
Where on-site assistance is required, the call centre teams escalate the call to one of over 600 field-based technicians who provide service locally to customers, on-site, when you need it most. IKON's unique Dexterra based PDA's improves the response times for our customers and gives out Technicians access to machine histories at a touch; allowing them to identify reoccurring faults and carry out preventative maintenance.
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| The range of technologies which IKON can provide support and maintenance services to is something other service providers can only dream about |
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