One of the most important pieces of our customer service strategy is our service fleet.
You read that right, vehicles.
Particularly important is what these vehicles carry; two things that are critical to effective customer service and copier repair:
- An experienced and certified technician who is 100% focused on fixing any copier problem they’ve been dispatched for and doing preventive maintenance so that you don’t have to see them again soon.
- $15,000 to $25,000 in parts and supplies.
These stats are really hard to track down, but copiers in active use need repair or maintenance. I’ve seen stats that say as frequently as every 15 days in some situations, though every two or three months is more common. While sometimes due to faulty equipment or user confusion, usually it’s just part and parcel of having a copier in-house. You want a partner who can help you achieve maximum copier uptime.
This is where our fleet becomes important.
Windshield Time – Bad For Both of Us
“Windshield time” is dealership lingo for “amount of time service technicians spend driving to customer locations.” Of course, the less time our team spends on the road, the better it is for us – less gas and more time spent with customers.
It’s also better for you because the less time our service technicians spend driving back and forth to a warehouse to get the right part to repair your copier, the faster your copier will be fixed and your office productivity resumes.
Our service goal is to fix it quickly and on the first visit, which we do 87% of the time (I wrote about our 2015 service metrics earlier this year).
And that’s why we’ve invested in vehicles large enough to carry as many parts and supplies as possible.
What do we carry in our van? We carry a lot of consumables, such as
- Fixing films
- Lower fuser rollers
- ETB and ITB assembly parts (these are two different types of transfer belts)
- Feed rollers
- Corona’s (not the beer!)
- Transfer rollers
Why Copier Service Matters
The most top-of-the-line copier from any manufacturer is useless if it needs to be constantly repaired. That’s why service is such an important metric when it’s time for you to select a copier
We’re proud to sell, lease, and service Xerox, Lexmark, OKIdata, and Canon equipment, but the other manufacturers have good equipment too. Regardless of what product you ultimately buy or lease, be sure to also spend time selecting a high-quality partner to service those copiers, printers, and other pieces of office equipment.
We average about $1,000,000 in parts and supplies spread throughout our fleet and warehouses. We make this investment to ensure quick resolution of your service needs. Has your existing partner made the same commitment to service excellence?
Our managed print services offering helps with copier uptime via preventative maintenance - and fast response. Click on the image below for a free download of common questions about MPS.