Network infrastructure supplier 3Com has streamlined post-sales warranty support in keeping with the group-wide strategy of improved customer service through end-user intimacy.
“We've taken this service back in-house so we can gain first-hand insight into our customers' relationship with us and the products that are part of their vital networking solutions,” says Trish Simpson, 3Com's channel manager in South Africa.
Improved logistics and communication within 3Com EMEA - of which Africa is a rapidly expanding market - underlie the new system that enables customers to directly contact the EMEA call centre to request a replacement 3Com product.
Customers requiring product replacement under warranty will be promptly supplied from the centralised European hub, and those with a service contract for either four-hour or next-business-day response will receive their spares directly from storage centres in either Johannesburg or Cape Town.
“Since we launched this new process at the start of the year, our customers have found the toll-free number (0800-995-014) and the online support tools for logging their requests and tracking progress much more convenient and efficient,” Simpson says. “This new approach offers improved levels of service and support, and a better experience for 3Com customers.”
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3Com Corporation
3Com Corporation (NASDAQ: COMS) is a leading provider of secure, converged voice and data networking solutions for enterprises of all sizes. 3Com offers a broad line of innovative products backed by world-class sales, service and support, which excel at delivering business value for its customers. 3Com also includes H3C Technologies (H3C), a China-based provider of network infrastructure products. H3C brings high-performance, cost-effective product development and a strong footprint in one of the world's most dynamic markets. Through its TippingPoint division, 3Com is a leading provider of network-based intrusion prevention systems that deliver in-depth application protection, infrastructure protection, and performance protection. For further information, please visit http://www.3com.com, or the press site http://www.3com.com/pressbox.
Copyright (c) 2009. 3Com Corporation. 3Com, the 3Com logo and TippingPoint are registered trademarks and H3C is a trademark of 3Com Corporation or its wholly owned subsidiaries in various countries throughout the world. All other company and product names may be trademarks of their respective holders.
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