CS IT Solutions, technology division of JSE-listed CS Holdings, has augmented Acer`s services to include onsite notebook services as well as extending the services infrastructure to regions previously not attended to by Acer.
"There have been a few initial difficulties to bedding down the process since CS IT Solutions has taken over Acer`s carry-in service, but we are both confident that the service, in terms of location and product offering, will be worthwhile," says Peter Ibbotson, chairman of Acer.
Ibbotson maintains that Acer`s global streamlining process has cultivated a new IT solutions service culture in line with Acer`s global structures. "Partnering with CS IT Solutions in our quest to become an e-enabler will ensure we reach our objectives in remaining competitive, flexible and adaptable."
CS IT Solutions provides three services to Acer customers: the "carry-in" service, where users bring their equipment to a CS service centre, on-site services for desktops and a "fetch-and-delivery" service specifically for notebooks, as well as the newly introduced on-site notebook service.
Says Karel de Beer, customer manager: Acer at CS IT Solutions: "One of the main advantages offered by CS IT Solutions is the extension of Acer`s services to regions previously not reached. We have an extensive services infrastructure in locations such as Kimberly, Welkom and Pretoria, areas not covered by Acer in the past. There are now also eight carry-in branches specifically geared towards Acer users.
"To provide a seamless transfer when moving Acer customers across to CS` care, we had to adapt certain internal processes, including some of our financial and logistical mechanisms," explains De Beer. "We have put a lot of effort and energy into conforming to Acer`s processes and ensuring we provide the high level of service delivery that customers are used to.
"This has been a huge project," he says. "At the moment, we are refining our offerings and using feedback to improve these services to add more value. Part of this has included overhauling the image of our carry-in centres to reflect Acer`s image. We believe that the softer issues, such as the `look` of these centres, are also significant."
De Beer maintains that the step to manage Acer`s services was a logical one for CS IT Solutions. "One of our heavy focus areas is the OEM market. Taking Acer`s well-known brand into consideration, it made sense for us to strike up this partnership," he concludes.
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