customer service - faro | 3d measurement, imaging & … · 2017-05-08 · customer service team...
TRANSCRIPT
1
Customer Service
News and Facts
Tomas Kabes 26th April 2017
2
Customer Serv ice
Presenter: Tomas Kabes
14 years experience with FARO CS
Lead Technical Support EMEA
3
Agenda
FARO Tools and Services
Numbers and Facts
Main Issues
Communication
Questions and Answers
4
FARO Tools and Serv ices
Annual Cleaning and Calibration
License Management
Troubleshooting SW & HW
Repairs
1st Level Support Training
New Knowledge Data Base Mindtouch
BOX.com
FARO Academy
Measurement Service Providers *bilder*
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How to get newest content
Scene Installations Files
Scene Manual
Focus Firmware
Focus Tech Sheets
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Knowledge Base Mindtouch
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FARO Academy
8
Numbers and Facts
Customer Service Team
15 Technicians – Laser Scanning
6 Agents – 1st Level Hotline
7 Agents – 2nd Level Correspondence
7 Agents – 3rd Level Technical Support
4 Agents – 4th Level CS Engineers
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Numbers and Facts
85 – 100 Calls per day
60 Seconds waiting time
5 – 10% Lost Calls
24h Reaction time promissed, but typically:
7h reaction time, 40% below 4h
priorized handling for Premium Customers and Distributors
14h – 25h average case solution
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Numbers and Facts
Technical Service Turnaround time
11 days promissed for all services!
Typically:
8,8 days – Repair and ACC
Service Schedule improved – no long waiting times any more.
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Main Issues
Software Licenses
• Single / Network
• Port Locks / Soft Locks
• Online Activation and Update in field
• Offline Activation and Update with C2V/V2C File
• Send C2V file to [email protected]
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Main Issues
Troubleshooting Software
• Errorcodes
• Dmp Files
• Screenshots & Description
• Example Scans
• PC Specifications / Info File
Troubleshooting License
• Errorcodes
• HASP Driver Upgrade
• Try 1st Online Activation / 2nd Offline with CS
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Main Issues
Troubleshooting Hardware
• Errorcodes
• SD Card Check
• Firmware Installation
• Quick Quality check
• Photos and example Scans
• Logfile
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Communicat ion
Provide important information
• Case Number
• Troubleshooting Details
• Main Contact Person and Details
Use the right communication channel
• Phone (Fast!)
+800 3276 7378
+49 7150 9797400
• eMail (Ref ID!)
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Quest ions & Answers
Self Service Portal
Service Center
Guarantee Vs Warranty
16
Thank You!
Reference:
• http://www.faro.com/support - FARO Support Website
• http://www.knowledge.faro.com – Mindtouch Knowledge Base
• http://learn.faro.com – FARO Academy
• [email protected] – Scene offline License
activation / update