An important consideration when purchasing office automation technology solutions is the level of after sales support provided. The right organisation will maintain an ongoing relationship with clients to ensure that they get the most from their equipment. Seartec, proud distributor of Sharp, has a long and credible history of excellent customer service and after sales support. Seartec has invested in developing an extensive support network. The Seartec service division is located across all 13 branches, and the balance of the country is covered by an extensive dealer network. All service requests are logged onto the Seartec Navision ERP system, and managed through to completion.
Customers can log service calls centrally and these are managed in real time, with the field manager or field service controller becoming immediately aware of any service call. Customers are given a reference number and response time in which to expect a reply, which is as little as four hours for corporate and high-speed or colour printers; and eight hours for other equipment. Technical support and training is provided through the national technical support and training department, which is based in the Seartec Johannesburg service centre. This department is responsible for the ongoing training of both dealers and Seartec technicians and provides a quarterly training schedule for branches and dealers to update them on all new products.
Non-product specific training is also carried out, such as networking and personal computers, as well as software packages. The hardware courses are based on the internationally recognised Comptia curriculum, of which Seartec are accredited members. This is to ensure that all service technicians have the necessary skills and knowledge to resolve any technical issues a customer may have efficiently and quickly.
In order to ensure that parts are readily available in order to resolve customer issues rapidly Seartec Johannesburg also houses a National Parts Centre, which is responsible for the re-ordering, stocking and distribution of parts to the Branches. Each branch has its own parts store and supply of parts for internal use, as well as sales to dealers and direct customers. Main parts are ordered monthly, while emergency and top-up orders are sent weekly. Finally, Seartec also has a system in place to control contracts and billing. The system, which is serial number driven, will automatically verify if a customer is casual, contract and what type, or a charge to account. Billing is automatically channeled as appropriate. This system prevents user errors and ensures correct billing. The described processes highlight Seartec’s commitment to customer satisfaction over the long-term. The support provided gives customers added value for money when purchasing technology. The streamlined and rapid response to any query or problem also gives customers peace of mind that productivity will not be compromised if an issue arises with their equipment. For an obligation-free quote contact Seartec on +27 (0)800 474 277 or Contact Us using our easy-to-use online form.
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