How does PCCP work?
Lanier’s Proactive Customer Care Program is an elite customer service network that is tailored to your needs.
Proactive call alerts
We know that disorganised call centres can be confusing and frustrating, while obstructing the process of streamlined business. Lanier’s solution to this problem is in our proactive call alerts that issue daily e-mails, with a ‘red list’ of over two hours response time. The call is made in less than four hours, forward booked calls are alerted and a call confirmation is sent via SMS to the technician.
Quality Service Guidelines
The PCCP system alerts Lanier technicians to any machine malfunctions or inaccuracies, and allows them to take rapid action. Our quality service follows the following stringent guidelines:
1. System alert to advise of machine not performing
2. Each machine is given a score based on performance
3. Machine performance is measured over a 30-day period
4. A score of 5 or more generates an alert
5. These alerts are followed-up and action taken
Quality Service Review
A Lanier field supervisor conducts a review on the technician’s repairs, otherwise known as a post-service call. This is to note any problems or complaints and to discuss the service with the customer and detail any specific issues. A post-service meeting is then conducted with the technician and their performance discussed. This covers issues such as machine cleanliness, waste toner and software upgrades.
Service Guarantees
- All systems come with a 5-year Parts and Labour Guarantee
- A FREE loan machine is provided when equipment is out of service for more than 24 hours.
- A 24-hour, toll free help line is available for technical assistance
- Service, parts, and supplies are available to the customer for a minimum period of 5 years.
- Within Metro Melbourne we have a direct team of 25 in-field service technicians.
- In regional Victoria we utilise the services of our 160 strong Dealer service agents network,
which we contract to deliver, install and service the devices.
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