Service Plan Options — Are You Being Served?
SERVaccess has created a link between independent service providers and printers in need of service on a wide range of graphic arts equipment. Independent service people and small service companies can now compete without the substantial financial investment or required business expertise. For its network of independent service providers, SERVaccess provides a complete array of back-office support, marketing and training. SERV-access basically does two things. It provides all of the back-office
support and unites a network of service providers with customers who need service. All of this is done using Web-based technology.
“Keep in mind that SERVaccess isn’t designed to compete with the (equipment) manufacturers,” Chapin points out. “On the contrary, we should be able to help them. For instance, they could use our call management systems, or tap into the network of independents who could help them with older products, in remote areas, or when their own mechanics are too busy.”
Service providers pay a base monthly fee and a nominal amount for each service call that is processed. This ensures that costs are scaled to match the amount of work being done. When a service call comes in, it is automatically routed to the primary service person who gets all of the necessary information on his cell/PDA.
Special software and pull-down menus make it easy to accept, defer, update and close calls on this simple device. When the call is done, the customer’s signature is captured on the PDA and SERVaccess takes care of the billing, taxes, collection,
updating of records, etc. The mechanic is free to move on to the next assignment.
“We have no limitations on where we can offer support,” Chapin adds. “In a way, we’re like a match-making service that brings printers and service providers together, giving both the resources to work more efficiently.”