First call resolution.

[Guest]

How many techs out there do a first call resolution?

When there is a service call dispatched, do you call the client to see
what the problem is first?

How many techs out there resolve their calls over the phone?

Most of my techs and me do a first call resolution before going to the call.
This has allowed us to respond to more calls and save time traveling, but of course this depends on the nature of the call..

I usually find one person at site who would allow themselves to take a few minutes or so and trained them how to resolve minor calls over the phone.

How many techs trust there clients enough to allow them to enter service mode?

[OMD-227]

I personally cover a huge area (basically all of greater Melbourne). All of my calls are screened before being given to me by the service supervisors (all ex field techs). This drops the calls down to only those that actually require me there. As I only do color & production machines, its alot of calls for maintenance kits etc etc, so I obviously have to attend, but alot of the easy, phone fix issues are already dealt with here. It would kill us travelling so many Km's just to clear something or show how to replace a waste toner box etc etc.
In regards to service mode, I'm not a fan of giving anyone those codes. I'm the same with training. There is usually someone with half a brain who can remember the basics once shown/trained properly. This will hopefully save yet another call in the future at that location.

The key is having calls screened & checked properly before attending. So many hours can be saved each week.

[mjarbar]

How many techs out there do a first call resolution?

When there is a service call dispatched, do you call the client to see
what the problem is first?

Our techs (3 of them) always try to call the customer first just o try to get additional details

How many techs out there resolve their calls over the phone?

Some get resloved but the majority (around 80%) end up being visits

Most of my techs and me do a first call resolution before going to the call.
This has allowed us to respond to more calls and save time traveling, but of course this depends on the nature of the call..

I usually find one person at site who would allow themselves to take a few minutes or so and trained them how to resolve minor calls over the phone.

Unfortunately this doesn't seem to extend to our customers, the moment you mention 'Open this door...' you get a blank look or 'Oh I don't have time to do that...'

How many techs trust there clients enough to allow them to enter service mode?

And there are some customers I wouldn't trust with a ream of paper let alone the service codes.

That said though we do have a couple of customers who I would say are very very good, they have actually read the user guides and manuals and keep the out side of the machine spotless. These we do talk through one or two things but if there is anything error code related or service mode related we would still go out to, even though they have offered to get their screwdrivers out.

[Brave Hart]

We have a help desk so if the call is logged it means the help desk could not resolve the problem and a tech needs to go out.

But still we get silly calls like damp paper or tipex on scanner glass.

Some clients just don't like to look for the problem, and refuse to do anything, not even take out a paper jam.

But with the help desk we save on about 50% of unnecessary calls.

[fixthecopier]

I have locations where I have dealt with the same people for years and I will show them lots of things. When they call, I know there is a real problem. As to weather or not I call and do it over the phone, depends on how much I have to do. The di200's were bad about throwing false fuser codes. I have no problem talking someone through how to reset in service mode, because 99 per cent will not remember how to get back there.
I am really good at reading between the lines when I get my calls.
1. Can't see LCD..... requires adjusting the LCD density on control panel
2. Can't find paper jam in machine.... Paper not loaded properly
3. Black lines... if the drum is not worn, clean slit glass
4. Making noise and will not copy...out of toner
5. Won't turn on... Plug is partly pulled from back of machine
6. Jams when duplexing card stock.... They all do, read the operators manual stupid!

[KenB]

It's a very delicate balance.

Some customers will "hold your feet to the fire", because they feel that their service contracts include a "technician in a box".

If the customer feels that you are helping him get up and running faster by calling him to fix the problem, you're a hero, and life is good.

If he feels that all he gets is a phone call, and never a personal visit, that can be a real issue.

It's been quite a few years, but I remember one customer who dropped his contract because, in his mind anyway, he never actually saw a tech.

[JVergin]

Depending

Me and one other tech cover a fairly large area (All of Omaha and the surrounding cities within a 60 mile radius) consisting of Panasonic, Savin copiers, duplo folders, and Riso duplicators. He mostly handles the old machines, I handle the newer machines as well as any IT issues. (Only two techs but we get all of our service calls taken out same day usually because the TECHS decide when and where to go, and the priority of the call) There are secretaries in our main office that tell us techs when service calls come in. They don't know much about the machines so fixing it is completely up to the techs.

If I get a service call depending on what the problem is I will call to better clarify and/or attempt to fix the problem over the phone before going out. I.E. A customer calls in with jamming issues, I will attempt to get a jam code from them, or if a customer calls complaining about a machine error code on a panasonic (which usually results from never completely powering down the machine) I can give them a call and fix it over the phone by asking them to turn both power switches off and back on. Minor issues like that can usually be fixed over the phone so why not call them?

Of course I do have a couple billable customers with RZ Risos that never want to take the 2 seconds to power down the machine, or check certain simple things. So often for them I skip calling them and bill them 130 dollars just to turn the machine off and back on, remove a master jam, or switch the green lever back to normal paper, then just clean the machine up for the remainder of the hour.

If I get a service call for a common problem (Random black lines = discharge corona, constant J31s duplexing on Pana. 8060 or 6030 series = drive/ADU clutches, etc..) then I'll just make sure I have all the parts I need and head out to the call.

The only time we have EVER given out service mode instructions (only to 2 high volume customers) is for a drum reset on a Panasonic C322 and C354 machines. But I feel I can trust these customers, not to mention I explained to them the potential serious consequences of poking around in service mode, so I don't believe they will abuse it.

( To any Panasonic techs who don't already know, on these two series, if the customer replaces a drum when it says "plan to replace" or "replace soon" instead of waiting for the machine to lock them out and force them to replace it, often this will result in the copier not recognizing the new drum and after the drum is replaced, it will still ask for a new drum. )

[Kopyrtek]

We do what we can whe the call is out of the area.We cover a large area...North Louisiana and South Arkansas besides the branch office which covers Central Louisiana.When we have the oportunity to call we do what we can to resolve it over the phone.My dispatcher also has a lot of responsibility that goes with that and we rely on her to help us out with the "normal" service" calls we get.