The new Enhanced Service Program will offer three tiers of service response time to better align service levels with customer requirements and geographic locations:
Critical, which offers a service response time within 8 business hours
Proactive provides service within 16 business hours
Essential ensures that a service technician will arrive within 24 business hours.
ESP contracts will include parts, labor and travel, as well as preventative maintenance. At the same time, EFI is implementing new service coverage strategies to increase the number of service actions that are can be resolved within the first call, including expanded trunk stock for service technicians and localised Field Service Engineers who will provide faster response times and customised service for Vutek customers. In addition, Enhanced Service Programs will include one training seat per year for operator training and expanded opportunities for a number of other EFI Vutek programs and services.
Bart Kulesz, vice president of customer support, EFI Vutek says, "As we continue to provide industry leading support to a growing Vutek installed base we are working to enhance the service options available to our customers and to continue to drive high levels of customer satisfaction. Historically, customers using grand or superwide format printers have primarily relied on self-service to maintain their printing equipment. This makes it difficult to predict costs and can have an impact on productivity. By implementing these innovative service offerings, EFI is once again demonstrating industry leadership. The Enhanced Service Program for the Vutek product line enables us to customise service programs to meet specific customer needs, maximising uptime and productivity, while better controlling costs for EFI and its customers. This programme is another example of innovative EFI customer solutions that deliver real value in the superwide printing industry."
"Although we will continue to provide time and materials (T&M) service," added Kulesz, "customers taking advantage of our Enhanced Service Program will not be responsible for parts, travel or labor and will benefit from extended telephone support hours and shorter, more predictable response times."
"By launching this program, EFI continues to raise the bar for service standards in the superwide printing industry," said Chet Pribonic, senior vice president and general manager, EFI Vutek. "We believe this approach will improve overall service levels across the board, improving customer productivity and profitability. It also establishes an organisational framework for the advanced professional services we plan to make available in later 2008, including color management, custom application development, customer business development and extended operator training. This breadth of new offerings strengthens our 'Print to Win' strategy for our superwide printing customers."