News : Inca Digital and FUJIFILM Team Up
Aug 27, 2014 -- Inca Digital Printers and FUJIFILM North America Corporation, Graphic Systems Division announce that they are working together to provide an extensive service support program for Inca Digital flatbed printer customers in Canada. In the new arrangement, Inca is overseeing the first-line of support for all customers in Canada. Whilst capable Fujifilm engineers will still make on-site service visits, all initial cases will be covered by Inca Customer Support teams in Cambridge and Chicago.
"Sales of Inca printers in Canada have gone very well recently and our team of engineers has done a very good job of supporting the Canadian customer base. However, we felt that due to the growing demand for service, and in the spirit of continuous improvement, we needed to transition to a model that includes a dedicated telephone response team," comments Neil Johnson, VP Technical Solutions & Support, FUJIFILM North America Corporation, Graphic Systems Division. "Cooperating with Inca Digital for the telephone response made perfect sense, leveraging their strength and allowing my field staff to concentrate on the job at hand, rather than fielding calls while they are focusing on printers in the field."
"This arrangement provides a number of benefits for the customer," explains Mark Noble, Head of Customer Support, Inca Digital Printers. "By utilizing our response teams in Cambridge and Chicago along with the knowledgeable Canadian engineers, we are leveraging the best of both worlds. We are offering enhanced telephone response hours from our Chicago and UK teams, replicating a first response team in Canada. This allows us to deliver the highest possible quality of service to our customers by offering fast initial response from 4am to 10pm in Canada. In fact, even though we promise a one-hour response to any request, 90% of the cases are answered within twenty minutes. Also, our first response team is physically located next to our escalation support team for help with complex issues, which is potentially time saving. And, our R&D department is easily accessible in the rare event we can’t resolve an issue quickly."
Posted by Veronica Silva Cusi, news correspondent
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About Inca Digital Printers:
Inca Digital Printers Ltd. is a developer and manufacturer of wide-format inkjet printers for the print industry.
Fujifilm Holdings Corporation, commonly known as Fujifilm, is a Japanese multinational photography and imaging company headquartered in Tokyo, Japan.
Published: Friday, August 29, 2014