Colortrac - 4/10/2009
Colortrac's New Global Technical Help Desk Provides Worldwide
Colortrac, the leading large format scanner innovator, has implemented an on-line Global Technical Help Desk
system designed to meet ISO 20001 standards. This new, purpose-built technical escalation system gives
Colortrac's support team the ability to quickly identify and resolve product issues while giving its international
customers fast, tracked technical support 24 hours per day, 7 days per week.
The Global Technical Help Desk system is a database of every scanner the British manufacturer has built.
Each scanner's build and service history, including Production and Quality Control reports, is available
immediately to Colortrac's support staff. The Help Desk service management system is a knowledge base of
every technical solution Colortrac has identified. As such, it provides Colortrac's customers with very quick
answers to technical problems, as well as practical advice for common, everyday questions.
Colortrac's Help Desk is geared to the needs of its international distributors. At any time from anywhere in the
world, they can go on-line to view the progress which Colortrac's support teams are making to resolve any
reported technical issue. Authorized users logging onto the Help Desk will receive ticket number which is
unique to their issue. The system ensures that every Colortrac customer receive a first response within two
hours of a ticket being issued.
Each ticket is tracked with a full communications history between Colortrac and the distributor.
Colortrac distributors can now advise customers on the support status of their scanner immediately on request.
By logging on to the Help Desk, Colortrac's distributors will know where a scanner is, what is being done to it
and by whom. As the system demands that action be taken by Colortrac within a specified time, the customer
will be advised of exactly when any work will be done, if this is needed. By logging onto Colortrac's Help Desk,
a distributor responsible for local technical support in its region, can instantly track the relevant problem / ticket,
get the facts and a support schedule and give the reseller or end-user up-to-date, clear-cut advice on every
technical support situation.
Simon Wincott, Colortrac's International Technical Support Manager, has the responsibility for planning, integrating
and coordinating all elements of Colortrac's customer-facing product support activities.
Wincott joined Colortrac as a senior management appointment in 2008 and was tasked with strengthening its
manufacturing and technical support activities. Implementing the ISO 20001 IT Service Management System
(ITSM) standard, Wincott has specified and managed the development of the new Colortrac Global Technical
Help Desk system.
"The Help Desk allows Colortrac to provide global service support"
said Wincott. "It links my Service Support teams in the UK, USA and China so that I may provide a global Service
Support presence 22 hours every day. As a result, we can now, for example, take an international support request
in China from our Australian distributor, fix it in UK and test it in USA before presenting it as a solution to our
Australian distributor the next day.
"Colortrac's senior management can now extract reports which highlight any common or repeated problems by
product, distributor or region from the system's database. Colortrac's Problem Management Review Board can
use these reports to identify any developing general trends, like a common fault within a product. Using this
information, Colortrac is able to quickly and effectively address any technical issue in production.
"One of the main benefits of the Global Technical Help Desk system is the visibility and control which it gives
Colortrac in maaging support calls worldwide. With global visibility, our Colortrac staff can maintain an overview
of the progress to resolve support requests to the satisfaction of their customers; can prioritize support tasks
worldwide; can maximize efficiency by directing support requests to the team with spare capacity, or the team
with the appropriate technical ability; can capture corporate technical knowledge globally feeding this into
future product design and support. Within the Help Desk, Colortrac has a record of every product Colortrac
has ever made. It will soon to be configured to accept support requests in Chinese Mandarin, illustrating its
ability to remove language as a barrier to global support. This ensures that our Service Support teams have
the knowledge they need immediately to hand to help resolve a service support request," said Wincott.
Peter de Winter Brown, Colortrac's Sales and Marketing Director, said "A key Colortrac performance indicator is
customer satisfaction. One Simon's key objectives was to research, identify and implement an on-line customer
service system that would provide faster, more efficient support to our distributors and service partners and
detailed metrics to help management prioritize resources where they are needed most. Simon's success in
building the Help Desk has made an important contribution to improving our performance in this area."
Malcolm Lane, President of Colortrac Inc, is impressed with the Global Support Help Desk system's immediate
management focus, flexibility and ability to allow Colortrac support staff to respond quickly to problems and
share the solutions. "This new on-line Global Support Help Desk system will help improve support to our
worldwide customers, especially in my regions' time zones of the Americas and Japan. It is truly a "leadership"
initiative by our support staff and will give extra confidence to our channels in supporting their customers,"