Macroscott Technology Corporation, a supplier of IT-related products and services, has recently entered into monitor repair service agreements with three major brands in the industry, Packard Bell NEC South Africa, WEN, and Xylo Computers.
"There are large gaps in the service industry that provides support for users of state-of-the-art equipment in South Africa, and repair services are generally not of a high standard," says Macrscott Director, Ken Rice. "This is particularly true where monitor repairs are concerned, as this is a highly specialised field. What sets Macroscott apart is our consistent focus on customer service and customer care. We have a 48-hour turnaround time from collection to delivery, which our customers can count on and which they, in turn, can offer to their customers. A quick turnaround time is crucial for desktop systems, as they are integral to today`s enterprise computing architecture, and because there is now far more emphasis on graphics requirements in business processes. By ensuring that our clients are able to deliver to theirs, we are developing a significant advantage." The country`s notorious reputation for bad service also impacts the general desktop market, where very few companies are able to turn around repairs within two days.
Macroscott`s workshop facilities have been upgraded and re-equipped to cater for the increase in volumes which will amount to an additional 500 monitors per month. "Extra staff have also been employed to ensure that we continue to offer exceptional customer service," adds Rice. "Central to the company`s reputation for excellence in support and maintenance is an emphasis on the implementation of systems. From the time a support call is received to the time that we return the monitor to the client, a set of procedures is in place to ensure customer satisfaction. In a field that is dominated by technicians who are not always aware of the requirements of customer service, adherence to procedures facilitates improved customer care. We also offer the convenience of national coverage, and our costs are competitive."
The focus on monitor support and maintenance complements other services offered by Macroscott, and plays a significant role in the development of the company as a one-stop IT solutions shop. Given the service gap in the industry, the company aims to make this area a major contributor to its gross profits, and will be pursuing this market aggressively. "In the short-term, our objective is to process at least 1 000 monitors per month. Our long-term goal is to be recognised as the authorised service provider for branded monitors," concludes Rice.
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