First Call Effectiveness
We strive to resolve customer support issues on the first call. We consistently exceed 90% first call effectiveness from our extensively trained and experienced technicians, who are incentivized to get things right the first time and all parts are stored locally in our warehouse. As a result, we've reduced tech support call volume and have dramatically improved response time.
In the copier business, many consider responding within four hours to be the benchmark for quality service. However, if they have to return sometime later, the issue wasn't really resolved in four hours, was it?.
Because we're located in San Diego, our response time average is just over two hours and many of our customers see us in less time than that.