Bytes Document Solutions prides itself on the highest levels of customer service in the office automation market. It spends millions of rands a year to ensure that customer’s equipment is always functioning at optimal levels. The company's operations are guided by customer-focus and a passion for customer excellence, a commitment to quality, integrity and on-time service delivery. Bytes Document Solutions distribution model comprises concessionaires and resellers through which it markets its products. Despite this distribution model, the company provides its own technical services to all channels to guarantee excellent service nationwide.
The statistics around Bytes Document Solutions' services function are compelling:
- Bytes Document Solutions has more than 8 000 active customers using its equipment.
- More than 3,4 billion images are generated annually.
- Xerox has more than 275 people in service, including 210 highly trained engineers located at Xerox authorised service centres across the country.
- Bytes Document Solutions holds more than R127 million worth of spare parts and consumables at any given time.
- Bytes Document Solutions technicians carry R9 million worth of stock in their vans representing the most frequently required parts and consumables. Technicians vans are replenished daily.
- All Xerox technicians are fully trained before working on any product, with more than 130 man-days' training being conducted annually.
- All technicians have access to the Xerox international database of solutions. Each technician has a notebook computer and a PDA to guarantee constant communication.
- “Send-a-part” service takes uncommon spares that are kept at the warehouses to the technicians on site in order to reduce travelling time and downtime.
- Emergency spares are available around the clock, around the country.
- Service Level Agreements are tailored towards each individual customer requirements. This varies from two-hour to eight-hour response times to on –site engineers, depending on customers’ requirements.
- The company's fully computerised call centres operate against stringent international benchmark standards. As calls come in, a job card is generated against a machine's unique serial number. Around 8 000 service incidents a month are recorded with a feedback loop for all calls.
- Several BEE job creation programmes are currently in place.
- Independently run customer satisfaction surveys show that 93-95% of customers would not only recommend the company to other potential customers, but also buy Xerox products again.
Bytes Document Solutions' Technical Services has been awarded ISO 9001:2000 certification for its quality processes and safety compliance. All products are imported from Xerox and manufactured against Six Sigma criteria and carry the British Standards Institute approval. In keeping with South African import regulations, all products are approved for safety and radio emissions by the South African Bureau of Standards (SABS).
