“Sales of Inca printers in Canada have gone very well recently and our team of engineers has done a very good job of supporting the Canadian customer base. However, we felt that due to the growing demand for service, and in the spirit of continuous improvement, we needed to transition to a model that includes a dedicated telephone response team,” comments Neil Johnson, VP Technical Solutions & Support, FUJIFILM North America Corporation, Graphic Systems Division. “Cooperating with Inca Digital for the telephone response made perfect sense, leveraging their strength and allowing my field staff to concentrate on the job at hand, rather than fielding calls while they are focusing on printers in the field.”
“This arrangement provides a number of benefits for the customer,” explains Mark Noble, Head of Customer Support, Inca Digital Printers. “By utilizing our response teams in Cambridge and Chicago along with the knowledgeable Canadian engineers, we are leveraging the best of both worlds. We are offering enhanced telephone response hours from our Chicago and UK teams, replicating a first response team in Canada. This allows us to deliver the highest possible quality of service to our customers by offering fast initial response from 4am to 10pm in Canada. In fact, even though we promise a one-hour response to any request, 90% of the cases are answered within twenty minutes. Also, our first response team is physically located next to our escalation support team for help with complex issues, which is potentially time saving. And, our R&D department is easily accessible in the rare event we can’t resolve an issue quickly.”
The Inca Digital customer support team, working through the issue in tandem with the caller, immediately resolves over 40% of calls. If not resolved by phone or remote login, Inca Digital is in close contact with the Canadian support team, letting them know what parts the engineer needs, so that the engineer visits the site well prepared to get machines up and running as quickly as possible.
Inca Digital also uses its IncaVision system to help diagnose issues with printers. Announced six months ago, IncaVision gathers data from machines globally on a daily basis to help Inca engineers conduct remote diagnostics. This helps to determine how well Inca printers are performing and whether there is any need for intervention with engineering support. Dashboards used by the Inca Digital support team offer a view of high-level data across all machines throughout the world. A RAG (Red, Amber, Green) screen allows the Inca support team to prioritize printers most urgently in need of attention. In the case of customer support in Canada, Inca Digital uses this data to help customer support staff diagnose a machine’s condition to work a problem through with the caller, or inform a Fujifilm engineer before a site visit.
“Inca Digital wants to be known for assuring the best worldwide support for all our customers, whether it is direct, or provided by our capable service partners,” concludes Mark Noble. “If we can help our local partners deliver our mutual customers world-class service, it’s a ‘win-win’ model for everyone.”