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Getting the culture right to serve the customer


Johannesburg, 26 Jul 2016
Matthew Townsend and Nancy Meyer, KDZA COO.
Matthew Townsend and Nancy Meyer, KDZA COO.

The culture of a business is an important contributor to the profitability and growth of a business; if the culture isn't right, it impacts how employees and service engineers work, which directly impacts customer loyalty.

That's according to Paul Wendlandt, Customer Services Support Manager at Kyocera Document Solutions South Africa, who adds that generating great customer service requires time, training and a dedicated team.

"Customer service goes beyond just answering a customer's call or responding to a Facebook complaint," Wendlandt says. "Truly great customer service is influenced by the top level and the culture that they enable to exist within the company."

Kyocera Document Solutions, part of the Kyocera corporation, exists to provide opportunities for its employees to pursue material and spiritual happiness and contribute to the advancement of society. Through everything they do - from the production of products that improve the experience for their customers' businesses to the training opportunities for their staff and resellers - the leading managed document solutions company aspires to improve customer experience (CX).

One of the ways Kyocera Document Solutions does this is through their annual Service Awards initiative, which recognises the company's best service engineers and awards their excellence. Leading to the final ceremony at the European headquarters, the company's subsidiaries, such as Kyocera Document Solutions South Africa, host local competitions in which they showcase their best authorised service partners.

Paul Wendlandt.
Paul Wendlandt.

This year, Kyocera Document Solutions South Africa gave Matthew Townsend (NRG Office Solutions, EC) the top award for his commitment to providing Kyocera's customers the best quality of service. Townsend will proceed to Europe in September to compete with the top competitors across the globe to try bring back the gold.

Kyocera Document Solutions South Africa's top ten service engineers for 2016 were:

* Matthew Townsend.
* Charl Naud'e (Episcan, FS) - second place winner.
* Shaun Mathanlal (Tshwane Digital Solutions, GP) - third place winner.
* Graham Meyer (Nasatech, WC).
* Justin Hurter (Copy Link, KZN).
* Anton Nell (MPU copiers, MP).
* Tyrin Siebert (Dynamic Business Systems, GP).
* Calvin Malekela (North Holdings, GP).
* Chris Pelser (Page Automation, GP).
* Josef van der Berg (Copystar, GP).

"Service engineers are extremely important to our industry, not only to retain current customers, but to provide professional service to assist sales in gaining new business," concludes Vincent Lombard, CSSD technical product manager at Kyocera Document Solutions South Africa. "Service delivery is a key factor in Office Automation and Kyocera is one of the few companies that award our service engineers. The Service Awards is a great way to reward and motivate our Service Engineers."

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KYOCERA Document Solutions

KYOCERA Document Solutions headquartered in Osaka, Japan is a leading manufacturer of document imaging solutions and document management systems, including colour and monochrome multifunctional products and printers and wide format devices. KYOCERA's products are renowned for their unique long-life imaging components that provide greater reliability, less waste - resulting in a lower Total Cost of Ownership (TCO) over the life of the product.

The KYOCERA Document Solutions portfolio does not stop at hardware. A full suite of business applications and consultative services allow customers to optimise and manage their document workflow, unleashing the full potential of their hardware investment. KYOCERA Document Solutions is a core company of KYOCERA, the world's leading developer and manufacturer of advanced ceramics and associated products, including telecommunications equipment, semiconductor packages and electronic components. During the year ended 31 March 2014, KYOCERA's net sales totalled 1.45 trillion yen (approx. USD14.1 billion).

Kyocera Document Solutions South Africa

Kyocera is renowned for its tailor-made document solutions that provide a perfect blend of premium products, software solutions and (professional) services that increase an organisation's workflow efficiency, enhance employee productivity, minimise environmental impact and significantly reduce operating costs.

The company offers world-class monochrome and colour printers, multifunctional products, wide format devices as well as parts, supplies and (software solutions).

A key differentiator for the Kyocera brand is the primary focus on overall value as opposed to only considering the initial acquisition price. Its solutions portfolio and Managed Document Services division help customers to reduce costs and environmental impact at the same time as improving the efficiency and reliability of common business processes.

Kyocera Document Solutions is a wholly owned subsidiary of Kyocera, which is a leading manufacturer of high-tech ceramics, electronic components, solar cells and electronic office equipment.

For further information visit www.kyoceradocumentsolutions.co.za

Editorial contacts

Megan Cowley
join.the.dots
(+27) 011 568 0709
megan@jtd.co.za
Michelle Wood
Kyocera Document Solutions
(+27) 11 595 2600
michelle.wood@dza.kyocera.com