ProScan Systems recently upgraded its support services by installing HEAT, a help-desk and call centre system, which will enable the company to fulfil demanding service level contracts with its customer base throughout SA.
As a leader in the mission-critical barcoding, data collection, RFID, wireless networking and mobile arena, ProScan`s hardware must perform at maximum uptime in order to ensure the smooth running of the supply chain and data automation process. In line with this, ProScan`s support services must match the demands placed on its customers.
Andrew Fosbrook, Managing Director of ProScan, comments: "By integrating our telephony with our support centre, we now have the ability to log calls from initial contact through to fulfilment, which is particularly vital for corporate contracts, which we need to turnaround in stipulated time periods depending on the agreement.
"With skills-based routing, the customer can be immediately channelled to the correct technical support engineer with the ability to resolve calls first time, which goes a long way to increase our service levels. The HEAT facilities also provide us with an integrated audit trail, as well as the tools to monitor service levels and create accurate reporting based on hard facts, feedback and corrective action."
"The installation of this software system puts us on a par with the best-of-breed in the IT industry, and probably head of the pack in the data collection and mobile computing industry in SA," adds Fosbrook.
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ProScan Systems is a leading distributor of a wide range of barcoding, data collection, RFID, wireless networking, GSM/GPRS communication and mobile technologies for a wide range of industries in southern Africa, including retail, fast-moving consumer goods, transport and logistics, and manufacturing.
As the sole value-added distributor for Intermec and the preferred value-added distributor for Datamax for Sub-Saharan Africa, ProScan has the expertise and resources to deliver the best systems to a wide range of industries through its extensive accredited national network of channel partners.
ProScan markets and supports a complete line of data collection hardware, including retail and industrial barcode scanners, RFID products, barcode printers, labels and ribbons, wireless local area networks, mobile computers and GSM/GPRS data communications. The company manufactures a broad range of original barcode labels and ribbons for a wide range of barcode printers at the company`s head office in Jet Park, Gauteng.
ProScan has regional offices in Durban, Cape Town and Port Elizabeth.
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