Anacomp, the global provider of Multi-Vendor Services (supplying vendor-neutral support of storage equipment, network devices, specialty systems and peripherals) is launching its new outsourced solution to help Original Equipment Manufacturers improve their end user customer service experience - Online Self-Service.
Online Self-Service consists of three outsourced components that allow storage vendors to take advantage of Anacomps experience, expertise, systems and critical presence in multi-vendor service provision.
First, a vendor-brandable high-security web-based system handles equipment warranty registration, including all reporting requirements.
Second, the solution also allows end-customers to log faults 24 hours a day, which the system then uses to plan engineer visits and preparation as efficiently as possible.
Finally, Online Self-Service implements an equipment vendors business rules so that fault management is automatically escalated in a timely manner, and customers are kept informed of service call progress. Triggers for the service network balance customer priorities to ensure that contractual obligations are met and that customer needs are properly managed.
Chris Haden, UK Managing Director at Anacomp comments, The launch of Online Self-Service, which has been piloted and stress-tested with a number of key customers, marks a new stage of outsourced service provision for equipment vendors. The solution helps reduce costs for manufacturers by automating existing manual processes.
The underlying technology is a highly secure web-based application, making it accessible anywhere, and removing any barrier to scaling and implementation. Furthermore, the ability to incorporate sophisticated business rules, which assess service routines both intra-day and for the following day, means that efficiency and effectiveness can be optimised. Demand amongst our vendor partners is already very high, and we expect this service to be a major contributor to our service growth over the next few years.
The service compliments our Call Centre, Helpdesks and Logistics services and is available to existing Anacomp OEM Partner companies as well as to the wider marketplace.