The JSE-listed CS Holdings group has been appointed as Packard Bell NEC South Africa`s exclusive support partner, through their division CS IT Solutions. The deal is worth an estimated R3 million per annum.
Packard Bell NEC are the exclusive distributors of all Packard Bell and NEC computer products. These brands are respectively aimed at the consumer and corporate markets, along with a private-label product produced exclusively for Dion, Game and Makro. CS IT Solutions will support all three brands on-site and on a carry-in basis, and also manage the authorised Packard Bell NEC support centres.
Vernon Tutton, technical director of Packard Bell NEC says that customers will now have a world-class service for their PCs, as well as the opportunity to extend their warranties and have their system upgraded by certified technicians with compatible parts onsite.
"The home user has been included in this support deal," adds Tutton. "Packard Bell commands about 40% of the retail consumer PC market in South Africa and we have to take care of these customers with more than just hardware. The CS IT Solutions deal will enable us to offer added value to our home and business customers."
Johann Kunz, a director of CS Holdings and MD of CS IT Solutions says the company is gearing up to take on the corporate and SOHO market with all the major centres in South Africa already covered, and a nationwide support rollout in progress. CS IT Solutions` technicians have been put through a Packard Bell NEC certification course to ensure they provide customers with the best service possible.
"Service level agreements have been set in place governing the support provided for the SOHO and corporate market," says Kunz. "The agreements range from a four hour response time to next day response.
"We will be in a position to provide value-added solutions to clients by offering additional services such as networking and other IT solutions in conjunction with Packard Bell NEC. Our dedicated customer manager will be onsite at Packard Bell NEC offices to ensure that the partnership produces the results necessary."
Packard Bell NEC and CS IT Solutions plan to integrate their respective solutions to ensure transparency. CS IT Solutions has also provided access to its GEMS (Global Event Management System) so that Packard Bell NEC can maintain a realtime view of its support levels and continuously measure the service on an outcomes-based approach.
Tutton adds that Packard Bell NEC decided on this process as part of its goal to provide products and services of greater value than any of its competitors. "CS Holdings was chosen because it offers a world-class solution in its IT Solutions division that will allow us to become the countries` benchmark in customer service. With the number of units sold doubling every month, we needed to ensure we had the support infrastructure to maintain and further grow this base."
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