Your Satisfaction is Our Reputation
Customer service and IT Support is one of the many things we pride ourselves here at Advanced UK. We have invested in dedicated customer service and IT support teams, based in Uxbridge to support your queries.
Customer Services & IT Support
Our team take ownership of all multi-brand solutions that we implement to give you a single point of contact. We work towards clearly defined SLAs and KPIs, and in early 2018 we introduced Zendesk to lift our incident management reporting capabilities. Our device agent deployed onto the print assets enabled us to manage more calls remotely and regularly, which helped us to achieve over 30% of calls that are resolved within ten minutes.
We have quarterly reviews to analyse our performance and seek continual improvement, and we know with Advanced UK ‘you’re in safe hands’ throughout the contract lifecycle.
Service delivery & support stats November 2021
0
%
Advanced remote call assist
0
hours
Average onsite engineer response time
0
%
First time fix
0
%
Device availability
Pro-active Support &
Help Desk Cover
Our team is based in Uxbridge and are currently resolving over 30% of faults remotely within 10 minutes. Our helpdesk team are IT & customer service trained, and we can dial into your devices to speed up any resolutions.
Network Security &
Virus Protection
You have the peace of mind to know that all our print technology has Cisco McAfee embedded within to make sure the IOT device is safe to external threats. Our team appreciate the impact any changes we make remotely or on-site can have for your internal data security.
Software & Hardware
Installation & Setup
The Advanced UK team are self-sufficient with all pre-configuration capabilities to ensure that when we arrive the disruption is minimal and we can also remotely install devices without the need for you to have any IT resource onsite with us.
Our team, based in Uxbridge, support over 1,200 clients in over 1,800 locations across the UK. We work closely with our service delivery partners and boost a service resource pool of over 500 field-based engineers plus remote technical and IT support.
You will have access to a 24/7 online information service to assist you, and for our larger clients, we provide you with a client portal into our service management system, so you can see what we see and therefore this will make the information accessible in seconds for you to support your internal users.
Our automated toner replenishment service ensures you never run out of toner supply as we deliver typically between five to ten working days before you run out.
Advanced UK has an excellent pre and post sales team with solid IT understanding who work with you alongside any proof of concepts & statement of works. We then adopt both Prince 2 and ITIL methodology for project implementation and ongoing management.
If we can’t fix the fault remotely in ten 10 minutes, we provide an onsite service response time between three to hours depending on the product you have.
We have service delivery centres throughout the UK and remote part stores in key towns to ensure we have access to 95% of parts same day within the UK. We have 100% of parts available next day using our European parts hub in Venray , Holland.
Current SLAs are 82% a first time fix when on site and a product uptime average of 99% across all our customer devices.
For our clients who we support in Europe, we work with the Xerox service delivery teams in the country our client is based, to ensure language support in the relevant time zone. Advanced UK takes complete responsibility to manage the delivery, implementation and training, then set up the devices on the managed services portal.
We work with the local service and operational managers to make sure you receive a consistent service delivery across all your locations regardless of where they are. For the current EU countries, Advanced UK can bill in either UK sterling or Euros and to multiple countries.
If you have a centralised internal IT support team, then using our service management portal you will have complete visibility to all devices to lift any internal SLAs you have. Advanced UK provides you with an escalation point and has access to all local service and operational managers if the need arises to escalate.
