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Experience has shown that the best strategy to minimize post-implementation support is to provide and share knowledge and information with the customer throughout the development and implementation phases of the project.
Support and knowledge transfer begins at project kick-off and continues throughout the various project phases culminating in a primary focus during the formal training sessions prior to the project hand-over date.
As part of our methodology the details of any Training, Documentation and Post Implementation and Warranty Support programs are created in consultation with the customer and submitted to the customer for sign off and approval.
This strategy typically leads to far fewer support requirements and greater end-user satisfaction. |
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| Training:
The formal training of customer personnel can be held at any time during the project development but is typically conducted once full implementation of the system has been completed.
The areas of training, the content and the level at which each group or persons receives training is to customer specifications and can be conducted either our training facility, on-site or at a third party venue.
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| | Documentation:
As part of project and hand over procedure, customers receive formal control copies of technical information in both hard and soft copy format of all manuals and design documents associated with the project.
These may include:
- Product Manuals
- Implementation Procedures
- Hardware and Software Specifications
- Communications
- Support Documents
- Training Documents
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Support and Maintenance:
Upon the completion of the project hand over, the project post implementation, warranty and on-going support begins.
We recognize the need to be always up and running. Our maintenance and support services can help guarantee your experience is a good one and that the return on the technology investment is satisfied.
Support program documents created, define the procedures, contact methods and contact information regarding project personnel and support staff.
Examples of Support programs:
- On-site Rapid Response
- On-site Scheduled Response
- Technology Upgrades (moves and changes)
- Remote System Support
- Telephone Support
- 24 Hour x 365 Day Support
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Our Implementation Services Include:
Examples of Support programs:
- Full project management and field activity services
- Pre-implementation design and consulting
- Site survey
- Installation
- On the-job training for your staff
- Acceptance and commissioning
- Supervision and implementation of software and hardware upgrades
- Multi-product integration of the offered solution into the customer system.
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Your Network Support Partner :
SCAN offers customers implementation, training, support and maintenance services, complementing our innovative product and solution offering.
These services are provided by expert field engineers and customer support engineers, all of whom have vast experience and are not only Motorola and Zebra certified but also highly trained in host of solutions we provide be it both in-house or for our partners.
Our staff of highly trained, highly skilled support engineers is available to you at all times to assist you in all maintenance-related tasks. Our engineers will:
Examples of Support programs:
- Take your calls on the Action Line and ensure requests are addressed quickly and efficiently.
- Perform remote diagnostics, enabling you to implement hardware and software repairs.
- Provide support services at your site, when deemed necessary.
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| | Workshop Repairs
We service most of everything we sell and offer extended warranties and services plans, as well. Whether it's a printer that needs a replacement print head, a scanner that won't scan, or a cable that needs to be reproduced, we'll see to it that you're up and running again ASAP. When we can't service it, we'll handle the hassle and paperwork of sending it to the manufacturer or local service depot for you.
When your operations allow you the flexibility to send defective equipment to our workshops, SCAN guarantees quick, affordable technical support. For situations where this is not feasible, we offer short-term replacement equipment.
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| | On-site Repairs
When the equipment to be repaired cannot be shipped or requires immediate attention, a member of the technical team is immediately dispatched to diagnose and resolve the situation. In all cases, our only priority is to get your equipment up and running again in the shortest time possible.
Incase of problems with the hand held computers; printing or reading of barcodes; use of RFID readers; use of presentation scanners; setup and configuration for barcode readers; data import and export (particularly for asset management and inventory systems); RF coverage, particularly for WMS (Warehouse Management Systems); use of the report generator (particularly for asset management audits); or any other problem that you may discover when using our systems, please contact our service department before shipping your equipment to us.
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