Reputable technology partners don’t just talk a big game. They measure their performance constantly. And then they prove it on the course by sharing a variety of valuable, game-changing metrics with you, the client.
Tiger Woods’ emotional victory at the Master’s Sunday was a seminal moment in American sports history.
The emotional moments following his final putt – from the family embraces to the chants of “Tiger!” from the crowd - swept the sports world with a comeback story for the ages. Perhaps lost in this dramatic vignette over the weekend were the tireless hours that went into fine-tuning his mechanics day by day, shot by shot. And using technology to his advantage.
A key player in Tigers’ comeback has been technology – namely a swing simulator he’s known to have utilized over the past year. High-speed cameras and infrared light waves capture swing data (including clubhead speed, path and ball spin) and deliver state-of-the-art ball tracking capabilities.
Tiger’s use of technology reinforced the old adage “that which is measured, improves.”
Copier Service Performance is no different. Reputable technology partners don’t just talk a big game. They measure their performance constantly. And then they prove it on the course by sharing a variety of valuable, game-changing metrics with you, the client.
Has your technology partner mastered service responsiveness and – ultimately – resolution? Can they show you the numbers?
It’s something you should ask.
The “blah blah blah” doesn’t work in today’s data-driven world. You know the type… “we deliver great customers.” “Our team is highly trained.” Entering into a service agreement without metrics to back up guarantees is like going to bat without a helmet on. The result? More often than not, it can mean extended downtime and collective panic from your team. Your copier, after all, is the backbone of your daily workflow and an integral component to efficiency.
You should know – without hesitation – that a technician will be onsite within a given time frame, and provide resolution within a certain amount of time. Protect your employees. Secure your productivity moving forward.
In short, you should ask for numbers that matter most to you. If it’s not relevant to the customer, it doesn’t matter.
Datamax understood that reasoning well. After conducting a double blind survey of both customers and prospects, we found that the top three customer “wants” were (not surprisingly):
With that understanding, three recommended metrics to absolutely seek are Response Time, Response + Resolution Time and First Call Completion Rate. Rapid service call responsiveness (Response Time) is certainly a key indicator of potential downtime for your device, but Respone + Resolution is a powerful metric for how well your service team executes on the field.
Much like in baseball, where teams are filling their staff with data heads for digging further into the analytical side of the game, metrics are not a stale entity. They’re a living, breathing thing that can swing two directions over time.
A few elements that indicate a technology vendor’s commitment to service performance are:
There's power in numbers. Have you seen our's? Explore just how metric-driven Datamax is, and how we showcase our service responsiveness and strength by constantly measuring these four powerful metrics. We call it our Datamax Service Response Quadrant!