Letter on the Third — May 2021
Dear Datamax Family,
When I was out in the field as a sales representative, one thing I always made it a point to talk about was service.
Whether it was a copier or a mimeograph machine, I would discuss the importance of a service contract. The response was often “Why would we need that? It’s a brand new machine.” But lo and behold, every once in a while, one would have trouble right out of the gate. As we all know, anything mechanical is bound to break eventually – sometimes sooner rather than later. After the point of sale, our service teams are big contributors to our pursuit of Creating Raving Fans. They are always looking out for what’s best for our customers. This in turn Creates Raving Fans for the company. We can’t celebrate their contributions often enough.
They go above and beyond industry standards.
As our Canon ATSP, Konica Minolta Pro-Tech, and Microsoft Gold Partner accolades reflect, our copier and IT technicians in both Texas and Arkansas are squeezing in training classes in between customer visits all year long. Just to share with you, in the last five years, our collective technicians have put in more than 31,000 hours of training towards advanced manufacturer certifications. Meanwhile, as an example over the last quarter, our IT teams maintained a 99.0 competence score from customers in providing quick support call resolution, and a 98.6 timeliness score for rapid support call responsiveness. That’s Creating Raving Fans!
They do a lot behind the scenes.
Of course, our IT and connectivity teams routinely remote into customer devices, with the ability to provide extremely fast resolution without the need for an onsite visit. But there’s plenty that goes unnoticed: From meeting one another up for parts, to the personal bond they routinely create with customers, to taking the extra time to wipe a machine down and make the area around them spotless, not all their efforts are quantifiable. But they are certainly appreciated.
They’re evolving right along with the technology our customers use.
A copier today is much more than a copier. Networks are increasingly complex. Cloud Services are emerging like never before. The bottom line: If it’s a technology being utilized in our customer’s office, it’s our job to know it. And whether it’s covered in training or learned on the fly, our technicians and systems engineers do just that.
In closing, I would like to let everyone know that as more people receive the COVID-19 vaccine, we are going to start having additional people come back to the office. We still want to encourage social distancing, but look forward to having everyone back together. That’s the Datamax culture. And as we all return, when you see one of our service technicians or IT engineers walking the hallways, don’t hesitate to offer a simple “Thank You.” That’s our culture, too.
The Best is Yet to Be.
