Feb/Mar 2008

Maintaining Psion Teklogix mobile computers through their lives should be much easier and less expensive as a result of a comprehensive overhaul of the company's customer service system.

Psion has expanded its service programme into a comprehensive new global offering, which it has named I-Serv. It says the new system surpasses the industry's typical piecemeal offerings, which it reckons can create gaps in coverage. According to Pascal Llorca, global vice president of service: 'Until now, customers in the industry have been confused with convoluted service offerings that can be more complicated than choosing a cell phone plan.'

The company is bullish about he benefits. The new solution can reduce the total cost of ownership by up to 50 per cent, it says, in terms of both hardware and services, as well as simplifying the service process by making it easier for customers to take advantage of a single global contract.

Under the new scheme, customers can combine several different options within their customer care package. These include abuse repair, same-day, three-day or seven-day guaranteed service level agreements for depot repair, and various help desk support options. One-day or two-day on-site support is also available.

 

The signs so far are good. Psion Teklogix says its delivery time accuracy is over 96 per cent, and cites research by Service 800, a ranking scheme, which show that last December its service depot, help desk and field service systems achieved results of 4.7, 4.6 and 4.7 respectively out of a possible 5 points.