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New service simplifies customer support and reduces total cost of ownership of Psion Teklogix' line of rugged mobile computers
Psion Teklogix is expanding its service programme for its line of rugged mobile computers into a comprehensive new global offering named I-Serv. The new solution simplifies the service process making it easier for customers to take advantage of a single global contract while reducing their total cost of ownership by up to 50 percent for both hardware and services. I-Serv combines real-time online global device tracking with guaranteed service level agreements (SLAs), 24/7 live help desk support in more than seven languages, onsite technical support and abuse repair, into a flexible customer service solution. The key to I-Serv is its global bundled approach to service, providing a solution which Psion Teklogix believes is "innovative, informative, inclusive and interactive".
"Until now, customers in the industry have been confused with convoluted service offerings that can be more complicated than choosing a cell phone plan," said Pascal Llorca, global vice president of service at Psion Teklogix. "Our goal is to simplify service for our customers with the most extensive, easy-to-choose programs so they can focus on their business rather than managing their devices."
Psion Teklogix' customers can combine different options of I-Serv customer care, such as abuse; same day, 3-day or 7-day guaranteed service level agreement for depot repair; 8 hour, 5-day a week or 24/7 help desk support; and 1 or 2-day on-site support. I-Serv contains the following primary components:
Teknet-Psion Teklogix' online real-time system enables customers to instantly create Return Material Authorization reports that track their devices from the time they leave their facility until they are returned.
Quick Action Group-A member of the company's technical support team will come to a customer's facility to quickly and efficiently troubleshoot, repair or enhance its mobile device infrastructure.
Live Help Desk Support-Whether by phone or online, customers can easily access a technical support person who can answer their service questions.
Abuse Repair-Psion Teklogix is taking the subjectivity out of "abuse" by including repairs on a device in excess of normal wear and tear, unless there was a clear intent on damaging the device.
RFID Same Day Repair Guarantee-If Psion Teklogix fails to meet its guaranteed turnaround time on a repair, it will send an RFID chip to the customer for them to include with their next order. This guarantees a 24-hour turnaround on their next repair.
On-Site Collection-Psion Teklogix goes a step further than industry standard service offerings by providing customers with an on-site collection of damaged products that need repair.
Psion Teklogix serves its customers globally from its Corporate Repair Centres in seven countries: USA, Canada, France, South Africa, India, China and Singapore.