Elevating the Level of Care for our Customers
At Copybox, we believe that exceptional customer care is at the heart of every successful partnership.
Our Customer Care Assurance is designed to go beyond mere satisfaction; it’s about delivering an unparalleled experience to our valued clients.
Here's how we do it
- Personalised Attention: Every client is unique, and so are their needs. We take the time to understand your specific requirements and tailor our services accordingly.
- Rapid Response: When you reach out to us, you can expect prompt assistance. We understand that time is of the essence, and we're committed to resolving your queries and issues swiftly.
- Expert Guidance: Our team comprises knowledgeable experts who are passionate about what they do. Whether it's troubleshooting, setup, or advice, you're in the hands of professionals.
- Proactive Support: We don't just wait for problems to arise; we actively monitor your systems and offer preventive solutions. Our goal is to keep your operations running smoothly.
- Transparency: You'll always be in the know with Copybox. We provide transparent communication, keeping you informed every step of the way, from project updates to support ticket progress.
- Continuous Improvement: We're committed to excellence, and that means constantly seeking ways to improve. Your feedback is invaluable, and we use it to enhance our services continually.
- Availability: Our customer care is available round the clock, ensuring you have support whenever you need it.
- Long-Term Partnership: We're not just a service provider; we're your partner in success. Our Customer Care Assurance is built on forging enduring relationships that help your business thrive.
Copybox delivers service and support with a commitment to excellence
Our approach is built on responsiveness, expertise, and a dedication to our clients’ success. From the moment you choose Copybox, you’ll experience personalised attention and rapid response to your needs.
Our team of knowledgeable professionals provides expert guidance, ensuring your photocopiers and printing solutions operate seamlessly.
We offer proactive support, continuously monitoring your systems, and delivering transparent communication. At Copybox, we’re not just about resolving issues; we’re about building lasting partnerships. With a focus on continuous improvement, our aim is to exceed your expectations, every time. Your satisfaction is our priority, and we’re here to ensure your business thrives.
Copybox Service Statistics
4 hours
Engineer Response – Same Day Emergency Fix
90%
Success Rate in Fault Finding & Fix
Clarity
No Hidden Charges within Cost Per Copies
Next Day
Delivery – On all Toners & Consumables
Recovery
Loan Replacement Machine Service
Incident Priority | Target Response | Business Impact Summary |
High | 4 hours | Machine/ Application Down High impact on significant business areas or specific VIP users. System failures, Whole department or large groups of users unable print, copy or scan. |
Normal | 8 hours | Mahine/ Application Problem |
Low | 48 hours | Minor Machine/ Application Problems/ Advice and Guidance |
Standard Maintenance Program
We will maintain your equipment on an on-going basis to ensure its smooth operation and to prolong its performance lifespan
Our standard maintenance consists of:
- All light sources checked and cleaned
- Paper path cleared of paper dust
- All feeding rollers cleaned and replaced if worn
- All toner and oil levels refilled
- Machine cleaned internally and externally
- Paper levels refilled if low
Automated Fault Reporting and Maintenance
Our remote service will automatically detect and report faults with your machine and ping a secure email to our helpdesk or technician in the field.
As part of our maintenance program automatic faults are resolved within our target service levels
Delivery, Installation & Training
We will schedule the delivery of your equipment based on your location, special requirements including equipment removal. Before delivery all equipment is fully checked and tested to guarantee it is in proper working condition. Once your equipment has been installed our technician will configure the system according to your business requirements and take you through basic training of the machines operation and functions
Account Management
As part of your service you are assigned an Account Manager as your first point of contact to maintain and build supplier – client relations and to ensure the smooth running of your account. Part of this process includes an annual service review which covers, invoicing, support and possible contract renewals. Your Account Manager will also help with the fulfilment of your requests for additional services and with deal with general day-to-day queries.
