SERVICE SOLUTIONS

 
 
 
 
We are Your Technical Problem Solvers.

Our white label service becomes an extension of your brand so we take the quality of our service very seriously. We understand that your time is best spent managing your business and not us. We will ensure that your technology performs flawlessly.

TECHNICAL CALL CENTER

Delivering high quality support for over 5,000 retail locations, 30,000 offices, and hundreds of thousands of hardware devices; all answered in less than 90 seconds

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What can you expect when calling us? Highly skilled, U. S.-based agents that prioritize your needs first. We offer detailed root-cause analysis that not only drives resolution, but also provides direct feedback to ensure operational excellence with broad scalability for seasonal peaks, unplanned spikes, and everything in between.  Most importantly, we are genuine experts that understand your technology and are dedicated to making it perform better for you.

With over 85% of all technical issues resolved on the very first call, we listen, qualify, understand and act to bring the quickest, most complete resolution for operational, technical, and training opportunities.  The agent who answers your call is specifically trained and certified to support your business and its unique needs.  Each agent has immediate access to live equipment, software, peer experts, and a deep custom-built and ever-evolving knowledge base to professionally, knowledgeably, and expeditiously partner with you in resolution.  We speak your business’s language and can even adopt your operational processes to make our support seamless and simple for your Associates, Team Members, Partners, Employees, Members, Co-Owners, Customers, or Clients. 

We’ve solved millions of issues, securely remote-accessed tens of thousands of endpoints, and actively monitored hundreds of thousands of devices.  How many of these issues did we resolve with an automated voice response system – NOT ONE.  We answer all calls LIVE 100% of the time.

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ON-DEMAND FIELD SERVICE

Per Issue support for less complex Devices. Our badged Regional Technicians are responsible for ensuring our skilled technicians are delivering high quality service for every instance.

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Quality, agility and cost efficiency – these three attributes rarely co-exist, especially when considering field services.  Our On-Demand Field Service gives your business a competitive edge through access to our skilled technicians who are ready and available when you need on-the-ground resources to support your population of kiosks, small printers, input terminals, signage or similar devices. 

 

We leverage the best practices from our Managed Field Services programs to deliver a cost-effective approach for less complex devices which require basic onsite repair and maintenance.  Our national network of Regional Managers and Trainers ensure each technician receives focused training for your systems and demonstrate proficiency before they visit your sites. 

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MANAGED FIELD SERVICE

Specialized nationwide onsite support for your complex hardware and software systems. Maintaining the highest level SLA while taking a cost-effective dedicated approach to your business

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Service isn’t just about fixing something that’s broken. We deliver complete lifecycle management of all onsite technical issues, no matter the manufacturer.  With our Managed Field Services, you have a fully dedicated Program Manager leading a team of dedicated Technical Service Representatives (TSRs) that have no other priority except your business.  We have over 17 years of experience in providing technical support including onsite repairs, new hardware and software installations, and routine maintenance on a wide variety technology and manufacturer types.  Our Managed Field Service programs deliver the focus, dedication, and relevant feedback your business needs to continuously improve operations, while maintaining the highest possible uptime and functional efficiency. 

 

You can expect our TSRs while onsite to perform a proactive survey of all your devices, software and systems to ensure 100% functionality; we call it our Complete Call Philosophy.  The goal of the Complete Call is to reduce the number of revisits for issues that could have been resolved initially, resulting in increased up-time and client satisfaction.  Our solutions-oriented approach means we take the time to analyze each issue (frequently over 5,000 per year, per client) to identify the root cause and trends to reduce the need for recurring visits for the same issues.  We believe in being transparent as we see our service as a partnership with our clients. It all starts with first understanding who you are, where you’re at today, and where you want to be tomorrow. 

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DEVICE REPAIR SERVICE

Repairing more than 30,000 devices with extensive QC testing on every device before it ships from our facility the same day back to your business

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What can you expect from our Device Repair Services?  Fast, complete, and cost-efficient repair for your small-footprint hardware.  Our Advanced Unit Replacement (AUR) programs deliver rapid return to service with complete lifecycle maintenance and same-day shipping.  With over 99.92% repaired device success, our careful, complete and cost-conscious repair depot maximizes your return on investment. 

Each and every device we work on receives detailed, device-specific QC review to ensure it's properly repaired, properly configured, and ready for service.  Component-level repairs and a broad network of component and part sourcing partners means your equipment’s lifetime is maximized and your service cost are controlled.  We don’t rely on the manufacturer’s information and processes alone. Rather, we rigorously set our own higher expectations by developing internal documentation, testing, and the integration of new learning based on field re-deployments.

We’ve worked on hundreds of different equipment types and brands, conducted tens of thousands of device-specific on-demand configurations, ran hundreds of miles of test output, and conducted hundreds of manufacturer and internal training courses.  Simply put, your computers, printers (dye-sub, laser, inkjet and even 3D), point of sale devices, kiosks, and displays never worked so well for you.

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DEPLOYMENTS & LOGISTICS

From small scale to large scale rollouts; we have the technical expertise to install your technology systems including: software updates, hardware component upgrades, customer facing kiosks, digital signage, networking and so much more.

 

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We employ a network of Regional Managers who supervise over 7,000 national technicians available for both urgent and planned deployment needs.  All technicians must complete detailed and specialized training through multiple physical and virtual mediums before touching any client’s project.  Deliverables during and after completion of any project are automatically collected, catalogued, and verified within minutes of a service completion.  Each technician is continually evaluated on each project instance by the Regional Managers and ranked for future service events. 

 

All aspects of our Technical Call Center, Logistics, and Warehousing capabilities may be leveraged for any project, bringing full-circle our complete, agile, and scalable deployment solution.  Simply put, Retail Imaging can, and has, supported deployments ranging from a handful of locations to thousands of end points, both accomplished within narrow or broad deployment timeframes.  Let us take the stress out of your next project roll-out.

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CUSTOM KIOSK SOLUTIONS

Selling over 15,000 custom kiosks to mass retailers over the past fifteen years; serving many regional, national and international clients, with over 3,000 endpoints in the USA, Canada, Mexico, Japan, and Australia

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We have reimagined kiosks to meet a diversity of operational, financial, and aesthetic needs for our clients.  We first seek to understand the physical environment the kiosks will be placed in, the technical ability of your staff and your budget.  Then, we create a solution that’s durable, easy to maintain, and frequently 40% or more cost efficient compared to international-branded options. 

 

We go beyond just the kiosk hardware and can help you find the right embedded system and applications, management and reporting solution, and future upgrade path.  Your kiosks must work seamlessly with other systems, devices, network components, and output units.  We break down the barriers between OEM verticals, enabling you to choose (or keep using) the right devices and solutions to serve your business.  We successfully enable and maintain environments combining dozens of manufacturers, developers, and brands, weaving them together through our complete managed service platform. 

 

 

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