Pinnacle Micro, the distribution arm of JSE-listed Pinnacle Technology Holdings, provides technical services and support on all makes of computers, monitors, printers, scanners, notebooks and power supplies, setting it apart from its competitors, according to Yusuf Khan, technical sales manager.
Khan explains: "Pinnacle Micro has branches in all the major city centres, each of which has the necessary infrastructure to provide efficient technical support to customers. Each of these centres taps into the central Knowledge Base which is housed at the head offices in Midrand."
Pinnacle Micro`s technical division consists of 48 people in the Johannesburg Knowledge Base, and a further three to four technicians in each branch. Khan comments: "These technicians execute all on-site and in-house repairs outside the major city centres. The technical service network itself stretches from as far north as Windhoek and Gabarone, to as far south as Cape Town."
The technical division also provides pre- and post-sales technical support. The pre-sales division provides pre-installation site audits and then prepares a suitable project plan according to the client`s specific requirements. Post-sales technical support comes in three tiers: telephonic, on-site and workshop-based repairs, with faults being escalated to each tier as warranted by the severity of the fault or repair requirement.
In addition to offering spares and repairs, the technical services division also offers PC upgrades, the sale of refurbished and shop-soiled items and network cabling, and is responsible for fulfilling Pinnacle Micro`s service level agreements (SLAs). According to Khan, Pinnacle Micro`s highest SLA agreement is for Plantinum Support, which guarantees the customer a four-hour response time from the time a support call is logged, and a 48-hour turn around time on in-house repairs.
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