Intermec, a provider of rugged mobile solutions, announces the next step in the transformation of its service offerings. Simplified and streamlined service delivery will improve the level of end-user support while maintaining competitive costs.
The result of this transformation will be a standardized service offering. All customers in the EMEA region (Europe, Middle East, Africa) will find it easier to access the offer, and distribution channels will have an easier time selling service packages. Standardized pricing policies and appropriate business processes will enable Intermec to deliver services in a uniform, reliable, and modern manner, with the full involvement of the company’s partners.
In countries belonging to the EU and EFTA, services will now be provided by a new strategic service partner, Regenersis (www.regenersis.com), utilizing the company’s world-class service centers in Scotland and Germany. Customers will report equipment damage via a new RMA portal – a multilingual tool that functions the same way across the entire region. The system allows for the use of a local center to which customers can send equipment, and then monitor the repair status 24 hours a day, 7 days a week. Devices are then shipped back to the customer. Access to the system: www.intermec-rma.com.
– We offer a consistently high quality of repairs and services provided under SLA agreements and in accordance with ISO 9001 and ISO 14001 standards. The repair monitoring tool now provides greater capabilities for tracking progress in service work. Cooperation with Regenersis allows for greater scalability and enables additional efficiency gains in the face of growing volumes – says Chris Ranger, Director of Service and Technical Support for EMEA.
In other major markets, i.e., Poland, South Africa, UAE, India, Turkey, Israel, Russia, and Saudi Arabia, there is an Intermec Service Locations network, composed of dedicated partners providing services and ensuring their uniform standard. It is worth noting that Poland was the first European Union country to establish an Intermec Service Location unit.
– By standardizing processes and finding the best solutions available locally, we are constantly improving the quality of services while maintaining the high level of service support that the market traditionally expects from Intermec – adds Chris Ranger.