The CATO Institute
Janette Stout
Director of Administration
Technical Support
UBM provides highly responsive, first class customer service. For high volume copiers, segmented at 50 copies per minute and above, and color units, the Company averages less than two hour response time. Four hour maximum response is guaranteed to all customers with a credit of $500 provided as recourse if the four hour guarantee is missed. UBM also guarantees 98% equipment uptime over the course of a year with a credit of $500 provided as recourse if this goal is not achieved. These guarantees substantially differentiate UBM from its competitors resulting in highly responsive service and totally satisfied clients.
To ensure high quality service, the technical staff is motivated through a unique incentive program that pays increased compensation for minimizing both recalls and incomplete service calls, thereby significantly reducing customer downtime and increasing customer satisfaction.
Customer Service Measurement System
Every UBM field technician is measured and awarded substantial monthly financial incentives based on his or her ability to carefully review the technical needs of your copier and have the necessary parts on hand to repair your system properly on the first visit.
Accurately servicing your system on the first call helps minimize costly and inconvenient recalls for the same problem or a related problem that could have been resolved with proper machine diagnosis and on-hand parts support. This measurement system is comprised of the following elements:
This unique program measures each UBM technician against the highest standards for providing quality service and generates appropriate financial incentives to our technicians, who in turn provide our customers with award winning service.
Automated Service Dispatch and Parts Replenishment
United Business Machines utilizes the most sophisticated technology available with its automated dispatch system (ADS). The system provides the following benefits to our customers.
- 24 Hour Customer Access - Every customer has four convenient options for placing a service call via fax, voice mail, e-mail or speaking with one of our trained dispatchers. The system provides an immediate return fax or phone call to confirm that we have received your call.
- Immediate Dispatch to Field Technician - As soon as your call has been received, it is immediately dispatched via cell phone to the factory trained technician who is geographically closest to your office insuring the quickest response time in the industry.
- Automated Parts Replenishment - The ADS system enables our technicians to automatically input via a phone keypad the exact parts utilized on your call which in turn triggers our parts department to replenish those same parts to the technician's inventory so that each technician has the necessary parts on hand on every service call, thereby eliminating inconvenient call backs.
- Preventive Maintenance - The ADS system is capable of tracking copy volume, the useful life of key parts components, and the date each replacement part is installed enabling our dispatch department to schedule a service call at your convenience in advance of most parts failures, ensuring maximum machine uptime and optimum customer utilization.
Networked Systems Support
With the accelerated conversion to high speed digital copiers and printers, our customers require sophisticated and comprehensive systems support. At United Business Machines we offer our customers unique programs to ensure equipment and software compatibility which in turn provides your document creation and document processing workflows remaining uninterrupted.
- Skilled Systems Engineers
United Business Machines' Systems Engineers have been thoroughly trained on both Canon digital products and the most popular network software and operating platforms so that you can be totally confident that any system recommended will work dependably within your office. Additionally, our engineers are specifically trained to "trouble shoot" your system so they can quickly isolate and correct any problems related to our equipment or your network. - Network Diagnostic Center
Before installing a "connected" digital product, our systems engineers will test the system you ordered within our in-house Network Diagnostic Center, utilizing your software to simulate the same office environment so that when the equipment is delivered and installed, it works exactly as expected, right from the start.