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Our customers benefit from the Supportworks Integrated Call Center that includes certified, technically-skilled professionals to provide faster support response, a heightened level of service, and better information flow to technicians in the field.
Equipment service contracts cover the repair of connected equipment to where the network cord plugs into the wall. Our Supportworks agreement provides print driver and scanner driver support, software and hardware implementation, and telephone/gotoassist and onsite technical support.
When a customer contacts our Integrated Call Center with a problem, they speak with a certified professional who ascertains whether it is an equipment malfunction or a problem with print drivers or software. If the malfunction seems to be software related, our technically-skilled representative can discuss the problem and through direct conversation the malfunction may be fixed, at times, in less than 15 minutes, rather than the possible 3.5 hours for an onsite call.
If the problem cannot be resolved by this method, our clients will receive a call from their service technician before arriving onsite and their technician will be onsite in under 3.5 hours to fix the equipment malfunction. What this means for our clients is better up-time percentages than our competitors, translating into lower total-cost-of-ownership. The Call Center is available to all Thermocopy customers under contract for equipment service support.