News : Bytes Document Solutions Beefs Up Service Delivery with Astea
#contactcenterworld, @algartech, @Xerox
Johannesburg, South Africa, Sept 1, 2015 -- Word of mouth carries enormous weight when it comes to the reputation of your business products and services. Thanks to social media, the voice of the customer is louder than ever, making excellent customer service a critical success factor for any business.
That's why Bytes Document Solutions (BDS), a Xerox distributor, has partnered with service life cycle management and mobile workforce solutions company Astea International. The move is set to drive higher levels of BDS customer satisfaction with faster response times and proactive communication, the goal being to create consistent and highly personalised experiences at every customer relationship touch point.
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"It's important to invest in improving customer service and effective tools to help you stay on top of managing your customer experience," says Anton van den Berg, Bytes Document Solutions divisional director of services. "This will ensure that your customers are getting good service from your staff, all of the time. In addition, with some areas of office automation technology becoming commoditised, BDS distinguishes itself in the market through service excellence, hence the investment in Astea."
"In addition to enhancing our service to Xerox customers, we are also seeing a positive impact on BDS's profitability as a result of greatly enhanced productivity on the part of our technicians," says Van den Berg. "Positive change is being felt throughout the organisation, with people buying in to better ways of doing things. We're all excited about the future of the company."
#contactcenterworld, @algartech, @Xerox
Posted by Veronica Silva Cusi, news correspondent
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About Bytes Document Solutions:
Bytes Document Solutions, a division of the Bytes Technology Group, is Africa's leading document management technology and solutions company, offering a comprehensive range of products and services through two independent business units: Xerox and NOR Paper. A wholly owned division of JSE-listed Altron, Bytes Document Solutions is the authorised Xerox distributor in 26 sub-Saharan countries, and has an annual turnover of more than R2 billion.
Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers, digital production printing presses, and related consulting services and supplies. Xerox is headquartered in Norwalk, Connecticut (moved from Stamford, Connecticut in October 2007), though its largest population of employees is based in and around Rochester, New York, the area in which the company was founded.
Published: Wednesday, September 2, 2015
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