Copier Uptime and Service – We ROCKED Customer Service in 2015



When your office equipment goes down, uptime and service speed by your technology partner are two critical elements of ensuring your business’ productivity.

We offer outstanding customer service and a great experience based on paying detailed attention to these issues.All of us are proud of our customer service here at Advanced Systems. We take pleasure and satisfaction in providing great customer service on office equipment.

I’m pleased to report our service statistics from 2015. We believe these are advantages to working with us that you won’t have working with other dealerships.

In 2015, we received 14,557 service calls.

That’s an average of 485 calls per year per service technicians (yes, we keep them busy!).

Quick Response

No one likes to wait. We have our service technicians based throughout our markets so we can reach you as quickly as possible. No one likes “windshield time” (that’s dealer jargon for time on the road driving from customer to customer). We’ve spread our service technicians widely to avoid windshield time – our techs spend less time on the road and reach you faster to fix your problem.

Our average response time is 2.4 hours. That’s from the time you call us to the time a service technician arrives at your door.

Fixing It the First Time

A rapid response is pointless if a technician simply arrives, confirms the problem, and then has to come back in a day – or three. We strive for “first call resolution” (that’s the industry lingo for “we fix whatever issue you had in a single visit”).

Our first call resolution average: 87%

To paraphrase Julius Caesar’s famous quote: We come. We see. We fix.

No one’s perfect, sometimes we don’t have the right part or the problem is complex.

  • Average hold for parts 7.3%: This means that the service tech didn’t have the part and needed to order it.
  • Average callback 5.5%: This is the percentage of times we had the parts, but still had to leave and come back a second time.

How do we achieve these results?

We work at it. It’s not an accident.


Our service technicians are fully trained by the manufacturer on the equipment that they work on. You wouldn’t take your Mazda to a Ford mechanic would you? At a glance, copiers from the different manufacturers look the same – they print, copy, scan, and fax. Under the platen glass, however, there are differences. You won’t find anyone better prepared to repair your Canon, OKI, Lexmark, or Xerox copiers and other equipment than us.

Expertise and Experience – 619 Years of It

Within larger copiers and printers, there are thousands of parts. It takes a trained, certified professional to understand how to service and repair office equipment.

Our 30 copier service technicians average 20.6 years of industry experience – that’s 619 years of experience all told, and counting. Plus, over half of them are shareholders in ASI – they care in part because it’s their company.

To keep uptime to a maximum, our service technicians will also perform routine maintenance on a copier to ensure good working order.

Again, we’re extremely proud of these statistics because they represent real value for our customers. Our goal, as it is each new year, is to match or improve on these numbers – keeping your office equipment, like copiers and printers, humming.

If your copier could talk.....what would it say? It would probably ask you to treat it better...and these free 11 tips can help you do just that. Click here to find out what your copier is thinking. 

About The Author

Dave Quint, president and CEO of Advanced Systems Inc. and past president of BTA Mid-America. Dave has worked with copiers, MFPs, scanners, and document workflow software since joining Advanced Systems as a sales associate in 1989. His favorite part of the job -- “there is no greater joy than to see the positive impact these solutions have in our client’s businesses.’ You press print, we take care of the rest. Contact us for more information >>