TeleSupport Center
One-stop Solution Offers Value-added Customer Service
Meeting customers’ wants and needs are always manroland’s major concern. Aimed to offer more prompt and customized service, manroland launched a brand-new TeleSupport Center (TSC). Edmond Lam, Head of Sheetfed Service at manroland, explains why and how TSC can be your most faithful partner.
Q1. How can TeleSupport Center be a problem-solver
Edmond: Customers Always Come First. TSC is our new initiative to fulfill our commitment to customers. It is our one-stop solution for customers via telephone service. It offers a wide range of EASY, FAST and PERSONAL services to our customers. By connecting with customers instantaneously, TSC is the gateway to enhance productivity and solve their problems.
Q2. manroland already has a customer service division, how important is it to have TSC What the value-added services TSC can offer
Edmond: For years, our service teams always stay close to customers from our offices in major cities, including Beijing, Shenzhen, Shanghai, Chengdu, Guangzhou, Hong Kong and Taiwan. They have been providing professional service to ensure a smooth operation of our customers’ presses. However, there’s always room to perfect our service. TSC will provide an alternate option for our customers to seek timely expert advice.
Without having to wait for an engineer to go on-site, customers can contact our experienced specialist simply by dialing a toll-free number 800-999-3833, anywhere in China, from 8.00 am to 10.00 pm, Monday to Sunday. Our duty mechanical and electrical specialists will make a diagnosis of the problem immediately. They will advise customers on the best solution to alleviate the problem and get the machine back to full function as soon as possible.
There will also be value-added service if the customer’s press is equipped with TelePresence, a state-of-the-art network system that enhances the capacity of our specialists via internet connection. On one hand, our specialists can connect to the customer’s press, retrieving machine information and checking on the status. On the other hand, our specialists can always turn to our German headquarters if the problem requires more advance help. German experts can also connect to the press in trouble, which ensure premium service will and can deliver to the customer in a reasonable time. Always, our specialists in TSC will closely follow up each individual case.
Besides, TSC will also take care of other general enquiries such as booking for maintenance service, ordering of a spare part or enquiry of printing supplies. In short, it’s one-stop service solution for all!
Q3. What’s the greatest benefit to customers
Edmond: No matter what the problem is and no matter where they are, our customers know that they can receive the best technical support simply by calling a number. In this competitive market, time is money. Customers will not have to worry about a disruption of production because of malfunction of their presses as much any more. Optimization of productivity and profitability are the greatest benefit our customers will ultimately enjoy!
