technical
service
profile
2010
Call centre
The first point of service contact our customers will have is with the BDS call centre.There is a call centre in each major city in South Africa. The call centres control and dispatch technicians from the branches, sub-branches and dealer areas. These call centres are manned from 08h00 to 16h30 every weekday.
After hour support is offered through a messaging system on 0860-300-200 which is a national number for fault reporting. For larger equipment such as the Printing Systems, however,support is available on a 24 hour basis, as negotiated with the customer.
Largest direct service network
Bytes Document Solutions (BDS) has a large direct service network, which consists of 200 technicians located at branches and sub-branches and service partners.
All our Service Technicians have direct contact into the head office via a team of technical support specialists and managers and they are answerable to the BDS head office in Isando.
This provides them with quick access to spares, support, information and approval, and ensures that they adhere to the stringent quality standards set by Bytes Document Solutions and Xerox Corporation.
Having a large direct service network enables BDS to attend to customer needs more quickly and more effectively. This ensures we can maximise customer up-time .
Dealer network
The dealer network has 75 technicians that service their own direct customers and the Dealers are supported and trained by Bytes Document Solutions or Xerox where required.
Nationwide coverage
Technical service expertise for Xerox products are available in every province in the country.All branches and dealers perform to a standard Service Level Agreement (SLA) which ensures consistency and same level of service, nationally.
(See attached contact details)
our
service
network
The Bytes Document Solutions (BDS) service network is made up of various support units that are all specialized in their own fields in order to provide our clients with the service they require.
Key Branches Dealers Sub-branches Coverage Map
The following map shows the location of each of the branches, dealers and sub-branches.
Angola Botswana Burundi Comores Democratic Republic of Congo Djibouti Ethiopia Eritrea Lesotho Malawi Mauritius Rwanda Seychelles Tanzania Uganda Zambia Zanzibar Pemba Zimbabwe Namibia Swaziland Mozambique Service network extension into Africa
Bytes Document Solutions manages the Central and Southern African region of Xerox product distributors, all of which enjoy direct contact into the head office and are supported and trained by BDS.
That fact that all sub -Saharan African countries are managed and supported by South Africa is hugely beneficial in terms of understanding cultures and location. (See attached contact details)
Branch Service Dealer
Sub-Partner branch Limpopo 1 Mpumalanga 3 Gauteng 2 5 1 1 North West 2 Free State 1 1 KZN 1 5 Eastern Cape 2 Northern Cape 1 1 Eastern Cape 1 1 2 Direct Indirect Coverage Table
This table summarises the number and location of branches, service partners, dealers and sub-branches.
Cape Town Skillful Trading Mmabatho Pietersburg Northern Cape Western Cape Free State North West Mpumalanga Limpopo Province Pietermaritzburg Durban Umtata East London Port Elizabeth Grahamstown Stellenbosch Upington Kimberley Bloemfontein 1 2 3 6 5 4 9 8 10 13 14 7 12 1 3 2 Cape Office
Southern CapeDigi Copiers Aloe Office Capital Office Xtec Lowveld Emalahleni Africa East Rand Datamaster Africa 5 Repro Rustenburg Kuruman WelkomBethehem Kwa-Zulu Natal Johannesburg Pretoria Eastern Cape
Focus on customer up-time
Keeping customer up-time at a maximum is the core focus of technical services. Achieving this requires an efficient and effective work force. This can only be achieved if the work force is knowledgeable, equipped and dedicated.
BDS has achieved enormous success in consistent good service delivery to our clients.
Call centre
Staff at the call centre are profiled on international call centre standards. These people are disciplined and methodical ,with a high regard for helping others. The centres, which boasts an abandoned call rate of only 0,06% (ie: calls put down before answered) and an answering time of below 20 seconds for over 80% of calls.
This is outstanding achievement in any “call-centre book”.
In addition, call centre staff at BDS are trained to ensure that they meet the strictest international phone etiquette benchmarks.They also have a thorough understanding of the BDS processes, in order that they may assist customers quickly and efficiently.
The call centres are fully computerised.The monitoring of the call centre activity is factual, and attending to calls and dispatching technicians is seamless.
Technicians
As per ISO requirements, all technicians are formally trained on specific products before being allowed to support them in the field. Customers can be assured that technicians
Bytes Document Solutions‟ excellent track record for service comes as a results of dedicated, profiled and trained employees.An extensive International knowledge and support base from Xerox and the strength of BDS locally, contributes directly to the service offering , we supply to our customers.
dispatched to customer sites, are fully competent and able to address the customer needs in the quickest and most efficient way.
Technicians are trained at BDS‟s Head Office located in Isando. This Training Centre is recog-nised as a “Center of Competence” by Xerox Inter-national.
BDS has been appointed by Xerox Corporation as the training hub for Africa, Middle East and parts of Asia.
Trainers at BDS are trained by Xerox Corpo-ration. This means that, first hand information on new products and technological advances on existing products are transferred from Xerox to BDS on a regular basis.
Equipment and software support
Offering both equipment and software support is one of the competencies of Xerox International.
Any Xerox equipment sold by Bytes Document Solutions is fully supported on hardware, connecti-vity and software applications.
Fully equipped technicians
BDS competence, is enhanced by the tools provided to their technicians, enabling them to find faults accurately and as quickly as possible.
All hardware and software technicians have laptops with the most up to date problem solving methods.
Spares availability
If customer up-time is to be maximised, it is essen-tial that spares be available in the event of part failure. Technicians carry with them, spares kits which are fully equipped to deal with common machine faults.
Spares are also replenished daily.
Because of the wide variety of machines in the field it makes it impossible to have every spare part that may be required for any fault.
To address the above, where a part is needed which is not available on site or from the technician spares kit, BDS have a “send-a-part” service. This is an emergency parts delivery system which operates out of each of the warehouses in South Africa.
Warehouses are located in JHB,Kimberley, Bloem, Durban, Cape Town and Welkom. If the fault means that the Xerox machine is out of production, the technician phones into“send-a-part” who will deliver the required part to thecustomer‟s site immediate-ly.
If the fault does not prevent the Xerox product from working, the parts can be ordered from the standard spares store and installed the following day.
Should a part not be available, BDS have a “cannibalisation centre” where parts can be strip-ped off machines that have been assigned for this purpose.
International knowledge base
BDS enjoys the benefits, and in turn so do their customers, of having access to the Xerox Corporation’s international technical knowledge base.
“Eurika” is a dynamic, on-line database of technical questions and solutions, which is continuously updated by Xerox technicians around the world and
which is updated to technician , laptops , weekly. This will ensure that they always have the latest information on hand. In this way diagnosis time for complex problems is reduced and customer up-time is maintained.
BDS is an integral part of the international technical knowledge base and is always up to date with the latest information.
A technical help desk is manned during office hours and contactable via mobile phone after hours, thereby ensuring that assistance is always available. In addition, the BDS help desk have access to the International Xerox technical escalation channel for never-seen-before faults.
It is comforting for customers to know that such an extensive fault-finding network is in place and that technicians strive to solve core problems rather than merely attending to „symptoms‟ of the core problem.
Service Level Agreement (SLA)
Service level agreements are established in accor-dance with the customers needs to ensure that they receive support that is most suited to their business needs.
ISO9002 accredited
Bytes Document Solutions‟ ISO9001 accreditation is testimony to the stringent closed loop processes that are adhered to throughout the company. Customers take comfort in the fact that this means continuous improvement is a natural part of the business flow.
Call centre
The call centres are responsible for efficient implementation of the processes involved in taking customer calls and dispatching technicians. The computerised systems in place facilitate this efficiency and allow monitoring of calls from the time they are logged to the time they are signed off as well as management of thetechnicians‟ time and monitoring call centre performance.
This all enables the call centre to successfully handle the six thousand customer calls they receive monthly.
Measurement of Technician performance
Systems are in place to monitor the performance of technicians in terms of their ability to solve problems remotely and on site, as well as the effectiveness and efficiency thereof. The targets set are benchmarked against international Xerox standards, which BDS strives to exceed.
Customer satisfaction
Bytes Document Solutions uses an independent company to carry out customer satisfaction surveys on an on going monthly basis. These surveys are conducted daily and on a random basis with a full monthly report generated and submitted to Bytes Document Solutions first line management. This feedback provides an independent profile of the company‟s overall performance from the customer
perspective, as well as valuable information on where improvements can be made.
Of interest in this regard is the “post service customer survey” which sighted 96% of customers being very satisfied, 95% willing to repurchase and 97% willing to recommend Xerox and Bytes Document Solutions.
Each customer response is posted on the Bytes Document Solution intranet site. In the event of a dissatisfied customer response, the relevant first and second line managers are notified and required to post their actions and response on the site.
In addition Bytes Document Solutions‟ Managing Director makes it his personal mission to read each customer response and ensure that they have been adequately dealt with; to this effect he calls random dissatisfied customers and receives feedback from them directly.
To further ensure customer satisfaction by providing the customer with the correct people to speak to, technical service staff are available for reviews with customers. These reviews may be conducted on an adhoc basis, on an ongoing basis as part of the service level, or as agreed with the customer.
Service History Reports
Whilst the focus is on maximising customer up-time, it is essential that customers should be able to see the actual performance of BDS service rendered to them and the performance of the Xerox products installed on their site. To facilitate this, service history reports reflecting the history of each machine from time of installation to the present day can be extracted and made available to our customers. The information found on these reports includes, date,
time of call, response times, down time, type of fault reported, part used etc.
Each measured aspect of the total technical service offering is benchmarked against stringent Xerox Corporation
benchmarks which BDS strives to achieve and exceed. If additional detail on equipment is required a detailed fault report can be drawn from the individual machine or the physical machine logbook, both of which are diligently filled in every time a technician works on them.
Van spares replenishment and send-a-part service When a technician logs off a call at a customer he also informs the call centre of the material he has used from his van. Via the computerised call centre system the relevant stores are notified and replenishment stock is sent daily to the nearest branch for the technician to collect.
The replenishment system and the send-a-part service are integral to the technicians‟ productivity and have a direct impact on customer up-time.
Preventative Maintenance
Xerox places a lot of emphasis on Preventative Maintenance.
We recognize the benefit to ourselves, and to our clients , for the necessary maintenance to be done while we are on site, attending to a normal service call.
HFSI (High Frequency Service Item), is the term used for items that are flagged for replacement within a prescribed period or prints.This HFSI information is viewed or printed out by the technician and the necessary maintenance is done accordingly.
Additionally our machines are designed in such a way that certain Customer Replaceable Units such as Photoreceptors, fusers and other important modules of our machines, are replaced on a regular basis. This activity ensures continual refreshing of certain parts of our equipment before they fail, thereby reducing unnecessary service calls.
This Preventative Maintenance program is part of Xerox‟s “Perfect Call “ procedure and ensures consistent, reliable performance from our equipment.
Continually
FOCUSSED
on helping our
CUSTOMERS
do
great
work
Remanufacturing Manager
Vacant
Divisional Manager Technical Services
Keith Weaver
Regional Manager
Pretoria-Lenard Labuschagne
Cape-TBA
Natal-Desmond Naidoo
Rustenburg-John Openshaw
Bloemfontein-Adriaan Van Zwijndrecht
Kimberley-Peter Thomas
Regional Technical Manager
Isando-Howard Marks
Bloemfontein- Gielie Stadler
NEDBANK/ABSA and Service Partners Rob Armstrong TechnicalSupport Manager Kenny Jarosz Training Manager/ Systems Support Eddie Gordon Electronic Repairs Peter Gouws
National Product Manager
Reggie Ngubeni
(PSG Mono, XES)
Steve Brown
(PSG col; OSG Digital)
Thys Blignaut
(OSG L-lens; OPB; SOHO)
Freek Gericke
(Digital Colour; OSG Digital))
PDP Carry -in Centre
Franco Baressi Nomsa Nogomane Tshepo Lamola MEA Support Leon Munsamy Charles Kruger Secretary Chantel Versfeld Secretary Chantel Versfeld
The following organogram shows the first line Technical Service Department and Isando Technical Support
our
service
organogram
Work Control Manager
Head office (Isando)
Keith Weaver 011 928 9174 Steve Brown 011 928 9443
Kenny Jarosz 011 928 9103 Chantel Versfeld 011 928 9175
Freek Gericke 011 928 9267 Yunus Loonat 011 928 9315
Reggie Ngubeni 011 928 9151 Eddie Gordon 011 928 9371
Thys Blignaut 011 928 9190 MEA Support 011 928 9333
Johannesburg
Cape Town
Pretoria
Regional Manager Contact Number Fax Number Postal Address Physical Address Technical Manager Contact Number 011 928 9111 011 928 9486 P Bag X127 Isando, 1600
Andre Greyvenstein Ave Isando 1600 Howard Marks 011 928 9478 TBA 021 527 6511 021 555 1908 P O Box 2483 Cape Town, 8000 2 Omarumba Rd Montague Gardens Cape Town 021 527 6500 Lenard Labuschagne 012 432 3701 012 342 0708 P O Box 27108 Sunnyside, 0132 Block A2,
I Paroli Office Park 1166 Park Street, Hatfield, Pretoria 012 432 3700
Bloemfontein
Kimberley
Welkom
Regional Manager Contact number Fax Number Postal Address Physical Address Technical Manager Contact Number Adriaan V Zwijndrecht 051 447 9201 051 447 9607 P O Box 9828 Bloemfontein, 9300 146 Nelson Mandela St Westdene Gielie Stadler 051 447 9201 Peter Thomas 053 831 1303 053 831 2907 P O Box 3102 Kimberley, 8300 Trust Centre George St, Kimberley Gielie Stadler 051 447 9201 Adraan V Zwijndrecht 057 357 2383 057 357 2383 P O Box 2383 Bloemfontein, 9300 13 Rissik St Dagbreek Welkom Gielie Stadler 051 447 9201
Rustenburg
Durban
Regional Manager Contact Number Fax Number Postal Address Physical Address Technical Manager John Openshaw 014 597 3527 014 592 6045 P O Box 2976 Rustenburg, 0300 227 Beyers Naude St Corner of Brink St Rustenburg Desmond Naidoo 031 580 7600 031 580 7652 P O Box 3038 Durban, 4000 53 Island Circle Riverhorse Valley Effingham, Durban Victor Morgan 031 580 7600Witbank
Upington
Stellenbosch
Port Shepstone
Polokwane
Pietermaritzburg
Port Elizabeth
New Castle
Nelspruit
George
East Rand
East London
Cape Office Machines
Edgar Ortelee 021 887 3177 George Blake Street Plakenburg
Stellenbosch
East Rand Document Solutions
Melinda Erasmus 017 634 7770 11 Scheepers Street Secunda
Capital Office Automation
Dick Basday 039 682 7172 26 Reynold Street Port Shepstone Contact Person Contact Number Physical Address
Emalahleni Document Facilities
Piet Potgieter 013 692 8335 Southfork Mall Swartbos Avenue Witbank Repra Koos Schumann 054 331 2030 58 Market Street, Upington Contact Person Contact Number Physical Address Digi Copier Evan Wells 041 582 1621
cnr. Havelock & Lawrence Newton Park
Port Elizabeth
Datamaster Office Automation
Jacques Nell 015 291 4275
18A Thabo Mbeki Street Polokwane X TEC Pietermaritzburg Bokkie duPlessis 033 394 7474 119 Commercial Rd Pietermaritzburg Contact Person Contact Number Physical Address
X TEC New Castle
Bokkie Du Plessis 034 312 6281 Old Mutual Building Scott Street, Newcastle
Lowveld Office Automation
Piet Potgieter 013 753 2656 52 Bester Street Nelspruit Contact Person Contact Number Physical Address
Southern Cape Copiers
Rolf Wustrow 044 874 1217 The White House Courtney Street George
East Rand Document Solutions
Piet Grobler 011 422 4210 New Modder Road Benoni Aloe Office Ian Schulein 043 722 2405 23 Frame Park Rd, Chilelhurst, East London Contact Person Contact Number Physical Address
our
dealer
contacts
Vereeniging
Ivyline Technologies
Piet Grobler 016 454 3904 Unit Klip
Rivers-Edge Office Park 86 General Hertzog Road Three Rivers – Vereeniging
Ivyline Technologies Piet Grobler 018 294 3333 82 Tom Street Die Bult
Secunda
Potchefstroom
Angola
XeroAngola LDA
Mario Matos
Angola
Soter Sociendade Technica
Fernando Goncalves [email protected]
Botswana
Xtec Bonolo Ditirwa [email protected]Burundi
Mex Maison Alexandre Ndikumagenge [email protected]Burundi
Publigraphics Anselme Bigirimana [email protected]DRC
Salar Energy Pierre Bastin [email protected]DRC
Bureautique Xerox Phezo Kinavuidi [email protected]DRC
Venture Communications Serge Tshivuadi [email protected]Djibouti
DCP Business Machines Said Omar [email protected]Ethiopia
M&M Trans Africa Trading
Mulu Worku
Eritrea
Documentation & Communication
Alenseghed Mesfin [email protected]
Kenya
Xerodoc Kenya A M Aburili [email protected]Lesotho
Maseru Business Machines
Telang Takane [email protected]
Madagascar
APMA SARL Patrick Vaudin [email protected]Malawi
Xerographics Nasser Tayub [email protected]Mauritius
Harel Mallac Bureautique
Charles Harel
Mayotte
Bureautic Services SARL
Farid Ellouz
Mozambique
Xero Servico SARL
Rogerio Fonseca
Namibia
Bytes Technology Group Namibia
JC Kruger [email protected]
Rwanda
Sacam Olivier Costa [email protected]Seychelles (Mahe)
VCS Marc Houareau [email protected]Swaziland
System XDave van Abo
Tanzania
Stationary & Office Supplies
Timothy Nsangalufu [email protected]
Tanzania
Lifeline Commercial Agencies
Edwin Mlay
Tanzania
Ahmedali Abdulhusein & Sons
Mustafa Karichiwala [email protected]
Uganda
Xerodoc Uganda Joseph Macharia [email protected]Zambia
RDS Business Machines Jane Penza [email protected]Zambia
Docuprint Solutions Nicholas Nyendwa [email protected]Zambia
NewspaperDirect Zambia Costas Antonopoulos [email protected]Zimbabwe
Munhumutapa Business Machines
Stephen Mhundura
Bytes Document Solutions is proud to be the exclusive distributor of Xerox
Products in South Africa
BYTES
DOCUMENT SOLUTIONS
