The Vision service model has been designed to deliver first level support for both the software and hardware elements of the managed print solution. This support is delivered through our Client Services Team providing remote diagnostics and our highly trained Field Service Technicians.
Vision’s Client Services Team responds to all client requests for support and supplies and is the one stop for all customer needs.
Requests for service can be placed via telephone, e-mail and web portal via the Vision website.
Based in Hertfordshire, our helpful Client Services Team offer a remote diagnostics service and can resolve many common problems over the telephone. Where initial telephone support is unable to remedy a failure the request remains open for a Field Service Technician to be assigned for an on-site visit.
Vision’s management system retains and references details of the client’s contracted servicing levels and terms and also records information on Field Service Technicians’ product training and only offers the Client Services Agent the selection of technical resource with the correct skill level and availability based on the client service level.
Prior to implementation, Vision’s project team will work with you to decide and finalise a Service Level Agreement that will fulfil your requirements and ensure that maximum uptime of your Managed Print Solution is achieved.
Regular Client Satisfaction Capture
Vision is keen to ensure it continuously improves our services. If it’s necessary for a Technician to repair a device, we ask for your feedback to help us to measure and improve our performance. In the last month, 96% of our customers indicated that they were satisfied with the service they had received and would be happy to recommend Vision.
We maintain regular contact with our clients to review the performance of the Managed Print Solution services being provided, enabling us to ensure that maximum cost savings are achieved. We will review the level of the service being provided and ensure that it meets your requirements.