OKI Technologies, a member of the MB Technologies group, has appointed Integral Support Services (ISS) as its exclusive warranty service agent in South Africa. According to Neil Rom, MD of OKI Technologies, ISS was selected because it has the critical mass to service the market, a strong presence in all major regions, and an powerful job-tracking system. Rom explains,
"OKI has full access to this system and can monitor ISS`s responses and progress at all times." He adds, "We appointed ISS because of the critical nature of service and support. OKI targets the corporate market and its printers are used in mission critical applications, so customers cannot afford any downtime. ISS has the same attitude to customer service as OKI, and will guarantee 24-hour turnaround times across all of its facilities nationwide."
The warranty on all OKI products is carry in, but customers can secure onsite support by negotiating with ISS directly. For those customers who would prefer to deal with OKI directly, it does offer its own carry-in workshop as a backup to ISS in Johannesburg. Benny Nepgen heads up the OKI workshop which has a 24-hour toll-free number for customer convenience. Rom continues, "We also realise the maintenance industry cannot provide the necessary service levels if there are insufficient spares. Over the past three months, we have increased stock levels on spare parts and can provide the service industry with an average 95% first time fill rate on OKI parts." Distribution of spare parts will be handled from OKI`s head office on Johannesburg.
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