Olivetti and I-Fusion signed a service agreement six months ago and since going live, the I-Fusion Enterprise Management Command Centre has received and successfully dealt with in excess of 500 calls.
According to I-Fusion senior account manager, Len Bloem, the initial results have exceeded both Olivetti and I-Fusion`s expectations.
"The majority of calls received have been in connection with product repairs and sales information. Over and above these queries, our call centre staff have also managed to assist a number of Olivetti customers experiencing connectivity problems with old models which need to be linked to new operating platforms. These customers, who would otherwise have been stranded, have also been supplied with new manuals and the latest printer drivers," says Bloem.
"By utilising the high-speed links into the Web, and the direct access to the local and international Olivetti sites, our staff have been able to respond to client needs in record time. The spin off has been an increase in the number of calls we`ve received, which would ordinarily have been handled by the Olivetti product managers, thereby freeing them up to focus on their core business."
Repairs on the full range of Olivetti`s office products incorporating: printers, faxes, copiers, typewriters, point of sale equipment, PDA`s, are tracked via HEAT (Software used for tracking and reporting at the Command Centre). This gives customers the freedom to call at any stage during working hours, for an update on the product`s repair status.
Should any of the existing Olivetti dealers wish to use this system as a Help Desk for their clients, I-Fusion would track and manage the dealer`s technicians / engineers. The customer would also have the ability to log into the system via the Web from any site nationally or globally in order to check on the progress of the product delivery, service, or repair.
"The command centre generates a monthly trend analysis report, which documents the activities per customer per product, assisting in reducing costly errors which increases the total cost of ownership of the equipment," says Bloem.
As part of the service offering I-Fusion is managing all warranty issues for the Olivetti mass merchandising channel, as well as maintenance contracts and installations for dealers that don`t have the required infrastructure in place.
"The benefits of a single nationwide point of contact are indisputable and, once logged on, either telephonically or via e-mail, the call is monitored electronically. If it is not responded to within a predetermined time frame, it is automatically escalated, thus ensuring a high level of service to the customer."
Olivetti country manager, Hennie Heymans says that the establishment of a dedicated call centre is in line with customer service trends.
"The response we have received from our dealers using the ShareCall number has been very positive and we are sure that as time goes by and more consumers become aware of this service, the commitment to the Olivetti brand will grow from strength to strength."
The I-Fusion/Olivetti help-desk (0860 555-888), manned by Olivetti-trained engineers, is available during working hours for immediate on-line assistance.
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