In order to improve warranty and after-sales support, MINOLTA-QMS South Africa have implemented a local call centre for customer service on both technical and sales support.
The technical call centre handles all first line maintenance support issues, as well as logging all warranty calls. Calls are logged onto the MINOLTA-QMS international call logging system using a secure web client. From this call logging system, serial numbers can be tracked, as can clients who have registered for warranty with MINOLTA-QMS. These calls are automatically redirected to the Authorised Service Partner allocated to that client. Any second line support issues are dealt with at the same time
The call centre then follows up on the service calls to check whether the service call was handled to the clients` satisfaction.
Warranty registration on any new printer is done via the Internet, with warranty registration links on all the MINOLTA-QMS international web sites. It is imperative that clients register their printers for warranty, to ensure that the manufacturer covers them.
Service calls can also be placed through the MINOLTA-QMS South Africa web site, which sends an email directly to the call centre operators.
To support the channel, there is both an inward and outward sales support call centre, to handle all the day to day requirements of the reseller channel.
"It is imperative that we all work more efficiently, and that the link between vendor, distributor, reseller and end user is narrowed, to reduce the cost of getting product to market. This ensures that the prices remain competitive, yet secures margins in each area for fair profit. If costs are borne by each area a reduction in service offered will follow , and the feet on the ground businesses in the distributor and reseller streams will suffer severely. Working closer together is the only way ahead, End users will be assured of support by the manufacturer, all the way through the channel." was what Robin Mowatt, General Manager of Minolta-QMS South Africa had to say.
The MINOLTA-QMS South Africa technical call centre has a direct line at (011) 315 4251 and soon hope to have a toll free number installed. The sales support number is 0800 642 610.
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MINOLTA-QMS, Inc.
MINOLTA-QMS, Inc., a wholly-owned subsidiary of Minolta Co., Ltd., is an innovative developer, manufacturer, and supplier of document printing solutions. The product line includes colour and monochrome laser printers, and associated supplies and accessories for general office, electronic publishing, graphic design, advanced imaging, and home office applications. MINOLTA-QMS is headquartered in Mobile, Alabama USA, and distributes products through a global network of e-commerce, reseller, and distribution partners.
Internet Address [http://www.minolta-qms.com]