Account Management

We will designate one main contact in the form of an Account Manager whom will be the central point of contact for all matters. A secondary Account Manager will also be available to cover for absence.

Our Account Managers are responsible for ensuring a smooth transition of new for old equipment. They will ensure that all staff are fully trained on their new products and will report all levels of training to management.

Once installed, we will ensure that the machines are performing reliably within their parameters and within the specification for which they were sold.

Datasharp do not use voicemail or telephone answering services, this coupled with both a fully computerised and manual system for taking and reporting service calls helps the Account Manager provide accurate data on service performance.

Monthly meetings are encouraged between the Account Manager and managerial representative of the client.

Full reports are provided on a monthly basis detailing individual copier usage, reliability and service response times. Where copier usage and reliability are proving problematic, we will recommend changes accordingly, where machines are unreliable within manufacturer specification we will change them for new equipment under our servicing pledge.

Account Managers will detail service response times and will highlight any occasions where we have failed to meet our target criteria.

Although from a sales background our Account Managers are trained in computer networking and all possess a fundamental knowledge of Digital Photocopiers, they will liaise on the Customer's behalf will all other relevant departments such as bought and sales ledgers, service, technical and supplies.

We understand that an organisation will make many changes over a three or five year period. Many factors can result in a change of needs and facilities, Account Managers will work closely with the client to ensure that any changes are planned and provided for. Staff movement usually results in the largest change in copy/print volume, therefore equipment can be moved or exchanged to ensure the correct levels of reliability and serviceability.

All equipment moves are arranged by your Account Manager and are provided free of charge.

Training

We strongly believe that Training is the most important part of the installation process. Full staff training can account for a far more reliable service for both parties.

As part of the installation process Account Managers will organise several training sessions with varying levels of intensity.

We recommend that each user location have two "key operators" these members of staff will be responsible for levels of paper and toner etc and will report any malfunctions.

In addition Key Operators will receive training from our engineers on the removal of misfed paper, the refilling and emptying of toner, an understanding of service malfunction codes and the ability to disable areas of the machine in the event of malfunction.

Our training philosophy is to maximise in house knowledge and skills in an effort to minimise machine downtime. We do not encourage members of your staff to act as engineers and do our job for us but where appropriate self-help can save time and expense for both parties and provide a better understanding of the machines capabilities for your staff.

If you wish to provide Key Operator training to all staff this would be welcomed, otherwise all staff will receive an in-depth knowledge of the various features and facilities that can be offered by Digital technology, this will in the main provide features and benefits that staff are not currently accustomed to.

The control panels on Sharp and Ricoh machines are similar in design throughout the range despite the difference of manufacture. Therefore in multiple machine locations staff will have an immediate knowledge of the essential functions such as paper tray selection, double siding, reduction/enlargement, collations and stapling.

Training will commence at the time of installation for all staff. In addition we will return at regular intervals to ensure that everybody is satisfied with the functions and performance of their respective machines.

A timetable of training will be provided by the Account Manager, initially training will cover the machine basics and will develop on the second visit to intermediate knowledge and on the third occasion for Key Operator knowledge. We recommend training in stages to build the users knowledge gradually. If you wish all three stages can be accomplished in a single visit.

Both service engineers and account managers will be on hand throughout the period of ownership.

We actively encourage ongoing training and are happy to provide regular training for staff which can be especially useful when new staff join the Company.

All training is provided free of charge.

Delivering Value for Money

In our industry we believe that delivering value for money should be a combination of good levels of service coupled with a reasonable pricing structure.

Who's technology do you choose? All manufacturers claim that they have the best products and software available, however, in reality if you take a product apart you will see that everyone is sharing technology with their competitors and charging the end user a premium for the use of it.

Manufacturers do have technology loops or cycles, these are generally every three/four years where a product or range is replaced. This can be used as an opportunity to acquire the end of line proven reliable technology or state of the art new technology with possible technical issues requiring modification, in this instance value for money is purely perspective.

We have selected products from the Sharp and Ricoh range which are market leaders in their respective market segments. We choose these products from a servicing stand point as most digital copiers are feature rich and feature competitive. Equipment proposed from both ranges is mid cycle, i.e. they are not due to be replaced within 2 years and have a proven track record.

We are aware that some of our competitors offer higher levels of discount however, we believe they cannot provide the same levels of service, many resellers and re-badged manufacturers are now operating as distributors and do not possess any service or technical expertise.

Performance Measurement

Datasharp works hand in hand with its clients to ensure that from concept through to installation, our levels of training, service and account management will be professional and unrivalled.

This unique commitment lies in the fact that as a smaller supplier our promise of the "product and expertise" is our very lifeblood.

We promote and accept an open communication between ourselves and our customers, ensuring a clear understanding of both our goals, and how they will be achieved.

We will designate one main contact in the form of an Account Manager whom will be the central point of contact for all matters. A secondary Account Manager will also be available to cover for absence.

Our Account Managers are responsible for ensuring a smooth transition of new for old equipment. They will ensure that all staff are fully trained on their new products and will report all levels of training to our clients management.

Once installed, we will ensure that the machines are performing reliably within their parameters and within the specification for which they were sold.

Datasharp do not use voicemail or telephone answering services, this coupled with both a fully computerised and manual system for taking and reporting service calls helps the Account Manager provide accurate data on service performance.

Monthly meetings are encouraged between the Account Manager and managerial representatives of the client.

Full reports are provided on a monthly basis detailing individual copier usage, reliability and service response times. Where copier usage and reliability are proving problematic, we will recommend changes accordingly, where machines are unreliable within manufacturer specification we will change them for new equipment under our servicing pledge.

Our service response time is four hours guaranteed, this four hours is the time taken to answer the service call and ensure an engineer has made a site visit and repaired the problem with the allotted four hours. We will credit 1000 pages per hour for every hour we dot achieve this target.

Account Managers will detail service response times and will highlight any occasions where we have failed to meet our target criteria.

Although from a sales background our Account Managers are trained in computer networking and all possess a fundamental technical knowledge of all products from every range, they will liaise on the Customer's behalf will all other relevant departments such as bought and sales ledgers, service, technical and supplies.

We understand that an organisation will make many changes over a three or five year period. Many factors can result in a change of needs and facilities, Account Managers will work closely with clients to ensure that any changes are planned and provided for. Staff movement usually results in the largest change in copy/print volume, therefore equipment can be moved or exchanged to ensure the correct levels of reliability and serviceability.

Service Levels for all machines

We will gauge and suitably supply a stock of toner per machine per site.

The only other consumable we recommend on site stock of would be staples. Parts do not need to be held on site.

When a service engineer visits a client site, he will visit all machines located at the site to ensure that no error messages have been reported, and in addition will clean the machines and test that they are both reliable and of good copy/print quality.

We will visit each machine according to its built in Preventative Maintenance cycle, these service intervals will be kept up within their parameters and only consumables and parts from the manufacturer will be used. We do not use any “grey imported”, re-manufactured or compatible parts or consumables as they deteriorate the quality and performance of the equipment.

Courtesy visits will be conducted on a quarterly basis by service engineers. They will visit all sites and ensure that all machines are performing within their parameters. Service engineers will liaise with key operators and or managerial representatives.

Service for both sites will be centrally controlled and conducted from our offices in Basingstoke. Our current performance is to provide a service engineer to client site, along with machine maintenance and repair within four hours. We guarantee we will achieve a machine repair within four hours, if we do not achieve this we will credit 1000 copies for every hour we are late or unable to repair.

If the machine is deemed to be out of action and parts cannot be delivered within the allotted target time we will provide a loan machine of either similar or advanced specification within 8 working hours i.e. next day we will endeavor to loan a machine within the same day time permitting.

All machine moves within client site will be provided free of charge. Machine moves within the UK are also provided free of charge provided they do not require specialist equipment whereby a charge for the hire of equipment and labour will be firstly discussed and agreed and then levied.

E-mail: sales@datasharp.uk.com