At KRL Group our after-sales care and support is a key factor as to why our customers stay with us. Before delivery of your equipment, one of our fully trained technicians will carry out a site survey to ensure ease of delivery and installation.
Once your equipment is installed and fully networked, we will provide training to key users of the printers and copiers. This includes training in making the best use of the features of your printers and copiers. We will also supply you with a contact in case you have any problems. Please note we offer a maximum service response time of 4 hours.
Our first time fix rate is consistently at 98% and we continually strive to improve this figure. We achieve this through the comprehensive car stocks our field-based technicians carry with them. This is backed up by a parts and consumables stores at our head office.
Our contracts are easy to understand with no hidden charges or confusing paragraphs. You simply purchase or lease the equipment from us and have a service agreement by the side of it. No built-in copies or maintenance means you know what you are paying for and you do not pay unnecessary interest.
Despite the high level of reliability of the printers and copiers we supply it seems inevitable that once in while a machine will give problems just when you need it most. We have invested considerably in the automation of customer call handling to respond quickly to any problems.
Our customer response system prioritises calls and operates emergency procedures. Microsoft Certified Engineers are dispatched without delay so you are up and running in the shortest possible time.
We continually monitor our performance and implement copier improvements as they become available. With a direct link to the manufacturers we monitor news of any modifications or possible problems so that we can fix them before you are even aware of them.
Most of our customers take advantage of FREE software, PrintMIB, which allows us to collect meter readings automatically from your devices, so no need for your staff to collect them. We will supply your IT department with a log-in and password for you to also view this information.
Where possible we try and fix any problems there and then. We use remote support software to investigate the problem. We are able to implement software updates direct to your equipment via your network; this is seamlessly done during the day and requires no engineer to call. Our TeamViewer software allows us to also network machine remotely and fix some problems, so no need for your staff to take time out to deal with a technician visiting.
If we cannot resolve your problem immediately, one of our engineers will be with you on site within four hours to get you up and running.