Xerox Channels Group (XCG) has reinforced support of its distributor channel by providing it with first line support training. Since selecting Square One as its distributor, XCG has invested both time and expertise to enhance the knowledge of Square One support staff.
According to Angie Samuel, GM of XCG, Xerox customers are familiar with the Toll-free support line. "Our support number has been available to our clients five days a week during office hours, for quite a while now.
However, we thought it more efficient to enable our distributor to provide direct support to both resellers and end-users."
The training course ran for two days, over which Square One technicians received instruction on providing first line support for the complete local offering from Xerox Channels Group. "Connectivity in a networking environment is important and is the primary reason we have chosen to equip Square One support staff with the expertise to correctly set up and maintain a Xerox machine in any environment," adds Samuel. Xerox SA has 180 fully trained technicians who will continue to handle all repairs countrywide.
Emile Pitout, a sales adviser at Square One, attended the training. "We were taught to deal with basic support questions that pertain to the hardware and software of the device in both a networked and stand alone environment."
According to Pitout, the Square One modus operandi is to install a machine at the end user and provide ongoing support for it. "Because we have installed the product we have a clear understanding of the network within which it is supposed to operate, that already speeds up the trouble shooting procedure. However should we meet with a complex problem that demands specialised knowledge we will immediately call on Xerox Tech Support."
Samuel says 85 percent of the service calls XCG receives on its 0800 number are resolved telephonically. "Our support personnel are highly skilled and are in a position to send out technicians to any site around the country at a moments notice, all of this accounts for fast turn around times and ensure that our customers are not send from one consultant to the next."
Samuel reiterates that customers accustomed to phoning 0800-555-666 for queries and support are welcome to continue doing so.
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