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Ensuring you get maximum return from your Auto-ID investment

Zetes Total Care PROACTIVE. CONSULTATIVE. FLEXIBLE


CONTENTS 04

Unique, consultative approach

08

Total Care

06 10

Flexible service and support options Zetes Service Delivery Management


Unique

A proactive approach means you get the most from your auto-ID technology investment

At Zetes, we understand our customers expect value for money. Success in today’s business environment means a careful balancing act between strategic investments in technology to enhance operational productivity and prudent cash management. Any expenditure has an opportunity cost and needs to be justified with a sound business case.

Adding value with service delivery management

Our proactive service delivery management and support team works closely with customers to make sure you are using your auto-ID technology as effectively as possible and act as an early warning system, identifying problems before they become an issue. As a system integrator, Zetes consistently demonstrates technical excellence in all aspects of auto ID and we deliver customer service and support according to the same best of breed, solution focused philosophy. We aim to add value to your business, with a consultative approach and the widest possible array of service and support options tailored to your exact requirements. Whether your need is for basic return to depot hardware maintenance or full solution managed services with service delivery management, the only aspect of Zetes’ support offering that could be described as standardised is our relentless pursuit of excellence and achievement of the highest performance standards.

Best Practice Based on ITIL Principles

At the heart of Zetes’ customer support is a structured approach to service and support delivery based on ITIL (IT Infrastructure Library) principles. Originally created by the UK Government, ITIL is now globally regarded as a best practice framework by establishing a business management approach to the provision of IT services and added value in the form of Service Management capabilities. A key benefit to customers of Zetes using this approach is service transition, marking the clear evolution from the development / implementation phase into support with a controlled handover, support documentation and training.

PO4


CONSULTATIVE APPROACH

Our Promise Set on Record

We assign the same level of flexibility and customisation to our Service Level Agreements (SLAs) as we do to the choice of support options available. Taking a proactive approach we create a tailored SLA that meets your precise needs – from Time & Materials based services to fully inclusive managed service agreements with guaranteed response times, providing a fixed total cost of ownership. In-built Key Performance Indicators (KPIs) measure performance standards on an ongoing basis. A range of fully tailored customer reporting options provide the basis for continuous service improvement plans.

“Having used Zetes’ hardware support service over many years we have found it professional, efficient and reliable in delivering to our expectations as a customer” Paul Briscall, Business Systems Manager, Ideal Stelrad Group

Our Reputation Spans the Widest Range of Industry Partners

We provide full support for Motorola, Zebra, Intermec, Honeywell, Datalogic, Psion, SICK, Datamax and Printronix. At all times, Zetes works closely with either the OEM or approved service partner to deliver the highest quality service using original parts and recognised processes.

• • • • • •

Motorola Premier Solutions Provider Zebra Premier Partner

Vocollect Solution Provider

Intermec Honours Premier Partner & Global Services Partner Datamax Pan-European System Integration Partner

IND “Authorised Repair Centre”

Enhancing these partnerships throughout EMEA are Zetes’ own internal workshops, in which industry qualified specialists commission and configure both new and repaired equipment. Our aim is to deliver products which are immediately ready for use on arrival at the customer’s site. Our fully equipped and stocked internal repairs workshop has also been accredited as an Authorised Vocollect and Repair Centre, an Intermec Global Services Partner and we are the only Authorised IND Repair Centre in the UK.

PO5


Flexible

Multinational Support

Multinational customers will benefit from Zetes' network of support centres with strong presence in 16 countries worldwide. This enables Zetes to deliver localised or centralised support models that cater to the needs of the customers in a fast and effective manner. Additionally, the expertise of specialist Guide Partners is available to customers.

Single contract and service management with a local touch allows for unparalleled service tailored to your businesses needs.

PO6

Effective Incident Management

Whether a customer calls Zetes support purely for hardware maintenance, application software support or issues relating to a complex solution, the initial reporting, logging, routing, tracking and escalation of every call is essential. Our primary aim is always the earliest possible resolution of any issue and full restoration of service with the least inconvenience to the user. All Zetes support customers have the ability to log any incident electronically and we also provide the option to speak directly to our specialist Service Desk, all of whom have full access to our integrated contracts and incident management system.


SERVICE AND SUPPORT OPTIONS

Zetes offers a service delivery and support option to suit every business need.

Hardware Maintenance

A key element of our hardware maintenance package includes the provision and management of “buffer stock” which can be owned by either Zetes or individual customers. Holding ready to go, pre-commissioned buffer stock ensures we are able to keep disruption and service downtime to an absolute minimum. Options include:

• • • • •

Warranty and Extended Cover.

5 Day Return to Depot Repair – Just 5 days after receiving your faulty product, we will ship fully repaired and commissioned products back to you. The entire process is managed by Zetes.

8 + 8 Onsite (4 + 4 Onsite also available) – Especially valuable for large or fixed equipment such as scanners or printers; within 8 hours a Zetes engineer performs onsite diagnostics and a unit is either repaired or swapped out within a further 8 hours. 4 + 4 Onsite offers even faster problem resolution. 24/7 Engineering – A pre-requisite for mission critical wireless infrastructure.

Additional services include Site Surveys and proactive Maintenance Health Checks including Battery Maintenance, Server Hosting and Remote Device Management to ensure your facility’s infrastructure is optimised according to current capacity requirements.

Fully Comprehensive Repair – Incorporates the 5 Day Depot Repair service plus up to 100% accidental damage cover. This option gives customers clear total cost of ownership.

Advance Exchange – Using either Zetes or customer owned buffer stock we offer a next day replacement service. By managing buffer stock centrally we reduce your capital expenditure.

Emergency Exchange – Again using buffer stocks but with next day advanced replacement and collection via specially selected technical courier partners. This option both minimises down time and protects your assets.

PO7


Efficient

Zetes Total Care Web Portal

The centrepiece of the Zetes Total Care Services is our multi-functional portal that is available as a value added service. The portal assists in many ways, optimising service and availability of the deployed estate. It also enables efficient rootcause analysis of recurring issues and facilitates effective asset-management.

Asset Mgt

Shopping list

Remote Technical Management

Reporting & Trend Analysis

Create visibility

Facilitate buying-process

Configuration and staging

Detect recurring issues

Track asset migration

Monitor local needs

Security Monitoring

Detect buffer-depletion

Manage the estate

Protect product strategy

Geo-fencing

Spot site-variances

RMS Workflow Mgt

Certified equipment only

Use-monitoring

Analyse down-time

Track Repair Status

Manage exceptions

Remote qualification

Root-/Cause Analyses

Monitor SLA performance

Pro-active resolution

Operational Leasing

Remote bug-fixing Estate upgrades

Multi-level User-access

Multiple levels of users can be defined within your organisation with different rights and data access.

Web-based Asset- & RMA Management

Through a secure web-page login, users can access, according to their rights, detailed estate information for individual or multiple sites. Typical information incorporates the date of first use, the end-date of the support contract, the serial number of each device etc.

PO8

Key benefits: • Reduce overhead administration • Avoids loss of time • Eliminates human errors

Customised Shopping-list

The portal can also include a customised shopping-list according to the standard equipment and accessories from the basis of the agreed project lifetime terms and conditions.


EFFECTIVE TECHNICAL SUPPORT

Software Solutions Support

Fundamental to good software solution support is configuration and change management. And as with hardware support, structured incident management is the starting point for dealing effectively and efficiently with all software issues.

As soon as our support desk receives a customer call, logged “tickets” are allocated to the most appropriate member of the Technical Support team to undertake Problem management, with a defined priority level. Our Technical Support Team are industry specialists covering multiple disciplines and software languages, with full access to customer specific data. We either obtain remote access or use virtual machines simulating the customers’ environment allowing the technical team to:-

“Application support is very user friendly; Zetes are quick to establish a good relationship with system users and give a great service...

“Technical staff are keen to fix problems and they always stay with you until the issue is solved...

“Training is so good you don’t need to use it often, but when it’s required, it’s always excellent.” Ray Winter, Head of Risk Management at Ryman

Framework, Active X), SAP’s ABAP, Java/Open Source with Java and J2EE (frameworks including Spring, Struts and Hibernate), WebApps, & Mobile Apps, DBAs and Voice Consultants. In addition, we also have priority access to both Zetes European Competence Centre, our internal R&D facility, plus swift access to our technical partners’ development teams.

Zetes Technical Support Team has the full backing of our in house professional services and development teams of business process consultants, solution architects, software developers. We have expertise in the following: Visual C#, Visual C++, Visual Basic (frameworks including ASP.Net Compact

All Zetes software support agreements also provide bug fixes and maintenance releases as standard to ensure customers always have access to the latest version.

For mission critical solutions or distribution centres operating extended hours, a few lost hours can have a huge impact on performance. Zetes offer extended hours technical support as required.

PO9


Zetes Service Delivery Management

As a Zetes Total Care Customer, you get a dedicated team for commercial and operational support plus access to our help desk and highly skilled technical specialists, all managed seamlessly by an experienced Service Delivery Manager.

“Zetes software and hardware form a key part of our Home Delivery Service which means we rely on them for round the clock system support. They have always delivered an excellent service and we particularly value their flexible, can-do approach.” Don Marshall, Deputy Customer Distribution Manager DS West, IKEA

PO10

Our aim is to ensure you see a clear return from your investments through improved productivity, efficiency and data accuracy. Should you experience performance issues, Zetes will provide both an immediate solution and actively analyse call logs and past trends to address root causes and prevent a wider problem from occurring.

Total Care comprises a broad range of value-added, enhanced features which can be tailored according to the precise needs of individual customers and benchmarked against KPIs included within your Service Level Agreement (SLA). For a modest additional fee, Zetes will provide extended support including equipment pre-configuration and commissioning, extended 24/7 Service Desk, proactive health checks and periodic service reviews to ensure your facilities have the best possible infrastructure, plus full asset and service delivery management – as part of the allinclusive Total Care service.


ZETES TOTAL CARE PROVIDES THE ULTIMATE LEVEL OF SERVICE

Zetes also offers a wide range of training options including ‘train the trainer’ and tailored management reporting.

• • • •

We believe attention to detail is important to our customers and the care we take to deliver the best possible service and support really sets us apart from other providers.

• •

Why Zetes Total Care?

Flexible service delivery and support packages tailored for each customer A Service Delivery Manager focussed on your requirements Service levels, KPIs and tailored reporting monitors performance and helps drive positive change

A single source for all service needs – one number to call Fully Managed Service offering across full portfolio

Transparent service contracts provide clear total cost of ownership (TCO) Our reputation as experts in auto ID

Backing of a pan-European infrastructure means peace of mind for you.

WE FOCUS ON OUR CORE COMPETENCIES SO YOU CAN DELIVER ON YOURS.

SERVICE DESK: 0845 2303500 E-MAIL: helpdesk@uk.zetes.com PO11


Zetes Ltd United Kingdom Horizon Honey Lane Hurley Maidenhead SL6 6RJ T: + 44 (0) 1628 501 800 F: + 44 (0) 1628 501 896 www.zetes.co.uk Ireland T: +353 (0) 61 333188 WWW.ZETES.IE Nordics T: +45 (0) 2940 7833 info@.nordic.zetes.com

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Total Care  

Zetes' award winning Customer Support is available to all our customers as a wrap around service. Have a read of the what it's all about.

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