SERVICE

  • Service call response of 4 hours Monday to Friday (AM / PM, PM / AM response)
  • Machine fix time allowed is 2 hours. However, the current average fix time is 1.5 hours and we would target to complete a call within 5.5 working hours from receipt of customer call into the National Call Centre.
  • A 95% target first time fix rate.
  • An average 97% machine uptime

  • Hot Line Engineer - Customer Helpdesk

    At the time of placing a service call, the operator will determine if the fault logged could be cleared by Helpdesk staff, thus preventing valuable downtime on machines. The Helpdesk is manned by experienced technical support staff that has fast access to the product technical database, allowing instant diagnostics and problem resolution. With the increase in network connectivity and document management solutions this facility is fast becoming an invaluable service to our customers, and a key part in the overall service offering.
    The Helpdesk Database is constantly being developed and expanded by the technical support staff in order to reduce repetitive fault investigation. Specific end user queries are recorded on the database together with the successful resolution. Should a similar or the same query be asked thereafter, Helpdesk staff can interrogate the database to instantly provide several ‘possible’ resolutions.

  • Service Delivery Manager
    All Greens customers are monitored by a dedicated Service Delivery Manager (SDM) whose role is to constantly monitor our response to your calls outs. On a quarterly basis a detailed account review is presented detailing the statistical report of all call outs and response times to ensure that the agreed SLA’s are being achieved.      

  • Customer Service Reports
    On a quarterly basis a Customer Service Report (CSR) is generated measuring our performance against the agreed SLA's. These reports are generally presented by your Account Manager who will review your account and keep you informed of the lastest technologies relevent to your objectives.   

  • Project Manager
    It is the project managers role to make sure that what has been agreed with yourselves is delivered an time and within budget. Our one point of contact with someone who understands what is to be delivered , when and if there are any restraints is fundamental to our commitment to deliver what we promise.

    Project management is integral to everything we do, from consultancy through to implementation and on-going account management. We focus on understanding your business from the inside out to ensure that we always meet your business requirements and exceed your expected quality standards.