Colortrac Launches 24/7 Global Technical Help Desk
 CAMBRIDGE, UK,
Apr 14, 2009 - Colortrac, the leading large format scanner innovator, has
implemented an on-line Global Technical Help Desk system designed to meet
ISO 20001 standards. This new, purpose-built technical escalation system
gives Colortrac's support team the ability to quickly identify and resolve
product issues while giving its international customers fast, tracked
technical support 24 hours per day, 7 days per week.
The Global Technical Help Desk system is a database of every scanner the
British manufacturer has built. Each scanner's build and service history,
including Production and Quality Control reports, is available immediately to
Colortrac's support staff. The Help Desk service management system is a
knowledge base of every technical solution Colortrac has identified. As such, it
provides Colortrac's customers with very quick answers to technical problems, as
well as practical advice for common, everyday questions.
Colortrac's Help Desk is geared to the needs of its international
distributors. At any time from anywhere in the world, they can go on-line to
view the progress which Colortrac's support teams are making to resolve any
reported technical issue. Authorized users logging onto the Help Desk will
receive ticket number which is unique to their issue. The system ensures that
every Colortrac customer receive a first response within two hours of a ticket
being issued.
Each ticket is tracked with a full communications history between Colortrac
and the distributor.
Colortrac distributors can now advise customers on the support status of
their scanner immediately on request. By logging on to the Help Desk,
Colortrac's distributors will know where a scanner is, what is being done to it
and by whom. As the system demands that action be taken by Colortrac within a
specified time, the customer will be advised of exactly when any work will be
done, if this is needed. By logging onto Colortrac's Help Desk, a distributor
responsible for local technical support in its region, can instantly track the
relevant problem / ticket, get the facts and a support schedule and give the
reseller or end-user up-to-date, clear-cut advice on every technical support
situation.
Simon Wincott, Colortrac's International Technical Support Manager, has the
responsibility for planning, integrating and coordinating all elements of
Colortrac's customer-facing product support activities.
Wincott joined Colortrac as a senior management appointment in 2008 and was
tasked with strengthening its manufacturing and technical support activities.
Implementing the ISO 20001 IT Service Management System (ITSM) standard, Wincott
has specified and managed the development of the new Colortrac Global Technical
Help Desk system.
"The Help Desk allows Colortrac to provide global service support"
said Wincott. "It links my Service Support teams in the UK, USA and China so
that I may provide a global Service Support presence 22 hours every day. As a
result, we can now, for example, take an international support request in China
from our Australian distributor, fix it in UK and test it in USA before
presenting it as a solution to our Australian distributor the next day.
"Colortrac's senior management can now extract reports which highlight any
common or repeated problems by product, distributor or region from the system's
database. Colortrac's Problem Management Review Board can use these reports to
identify any developing general trends, like a common fault within a product.
Using this information, Colortrac is able to quickly and effectively address any
technical issue in production.
"One of the main benefits of the Global Technical Help Desk system is the
visibility and control which it gives Colortrac in managing support calls
worldwide. With global visibility, our Colortrac staff can maintain an overview
of the progress to resolve support requests to the satisfaction of their
customers; can prioritize support tasks worldwide; can maximize efficiency by
directing support requests to the team with spare capacity, or the team with the
appropriate technical ability; can capture corporate technical knowledge
globally feeding this into future product design and support. Within the Help
Desk, Colortrac has a record of every product Colortrac has ever made. It will
soon to be configured to accept support requests in Chinese Mandarin,
illustrating its ability to remove language as a barrier to global support. This
ensures that our Service Support teams have the knowledge they need immediately
to hand to help resolve a service support request," said Wincott.
Peter de Winter Brown, Colortrac's Sales and Marketing Director, said "A key
Colortrac performance indicator is customer satisfaction. One Simon's key
objectives was to research, identify and implement an on-line customer service
system that would provide faster, more efficient support to our distributors and
service partners and detailed metrics to help management prioritize resources
where they are needed most. Simon's success in building the Help Desk has made
an important contribution to improving our performance in this area."
Malcolm Lane, President of Colortrac Inc, is impressed with the Global
Support Help Desk system's immediate management focus, flexibility and ability
to allow Colortrac support staff to respond quickly to problems and share the
solutions. "This new on-line Global Support Help Desk system will help improve
support to our worldwide customers, especially in my regions' time zones of the
Americas and Japan. It is truly a "leadership" initiative by our support staff
and will give extra confidence to our channels in supporting their customers,"
he said.
About Colortrac
Founded in 1989 and based in St Ives, Cambs, UK, a region of British
excellence in science and technology, Colortrac Ltd is the leading innovator in
professional wide format color scanners and image acquisition software
solutions. Colortrac was the first manufacturer to recognize the individual
merits of both CIS and CCD image sensor technology. Today, Colortrac's fifth
generation of SmartLF color scanners and software are uniquely positioned to
meet the demand for both price and professional performance across the full
spectrum of scanning applications, from the demanding high fidelity Graphics
Arts market to practical, productive CAD, GIS, EDM and FM technical document
scanning. Colortrac Ltd has offices in Beijing and Suzhou, P.R. China and in
Golden, Colorado, USA.
For more information, visit
www.colortrac.com.
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See Also
Colortrac
website
Large-Format Scanners - list by TenLinks.com
Additional News
Nov 23 - Colortrac Offers SmartLF Scanner with Certified ISIS Driver
Nov 13 - Colortrac SmartLF Scanners Get BERTL 4.5 Star Rating
Oct 29 - Colortrac Offers 11 Large Format Scanning, Copying Videos
Oct 27 - Colortrac Closes Colorado Offices, Relocates to Chantilly
Apr 29 - Colortrac SmartLF Gx Scanners Offer 42", 28" Width
Apr 24 - Colortrac SmartLF Gx 42 Gets WFI Magazine Top Product Award
Apr 14 - Colortrac Launches 24/7 Global Technical Help Desk
Mar 12 - Colortrac SmartLF Gx Scanners Offer 56" Width
Jan 20 - Colortrac Appoints Malcolm Lane as President
Nov 18 - SmartLF Ci 40 Scanner Gets ENERGY STAR Certification
Oct 7 - Colortrac Announces SmartLF Ci 40 Scanner
Sep 26 - Colortrac CopySmart Supports Canon's imagePROGRAF Printers
Sep 11 - Colortrac Appoints Matthew Harris as Director of Operations
Source: Material used in press releases is often supplied by external
sources and used as is.
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