Product category:
Inkjet, Laser, Digital, Thermal, Graphics, Wide Format Printing Systems
News Release from: NexPress Solutions | Subject: Webex Support Center
Edited by the Printingtalk Editorial
Team on 11 November 2004
On-Line Printer Diagnosis Ensures
Productivity
Nexpress Solutions is using Webex Support Center, from web meeting specialist Webex Communications to provide remote IT support to its global commercial printing customers.
Nexpress Solutions is using Webxx Support Center, from web meeting specialist Webex Communications to provide remote IT support to its global commercial printing customers Nexpress uses the Webex Support Center to quickly diagnose and resolve technical issues for its colour and mono production printers and services
This article was originally published on Printingtalk on 20 Oct 2004 at 8.00am (UK)
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Nexpress said it can instantly and remotely support all printing applications with only an internet browser and a phone line.
Nexpress customers will benefit from Webex's capabilities to provide faster response time, lower obsolescence and warehousing costs, and responsive turnaround time for servicing.
According to Venkat Purushotham, president and chief executive officer of Nexpress the Webex-based service enables Nexpress to fulfil its objectives for ensuring customer productivity and satisfaction.
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"NexPress is absolutely committed to powering the success of its customers with presses that are engineered for high-volume production and exceptional reliability.
In the event a system needs service, our local representatives are now backed by an expert global team that will have the customer up and running in a minimum of time," he said.
If an issue occurs at a customer site, a service representative in the local country responds directly to assist in resolving the problem.
If they, in turn, need further assistance they can use Webex Support Center to obtain support directly from the Nexpress research and development facilities in Kiel (Germany) or Rochester, New York.
"With one click of the mouse, we can instantly bring in one of our experts to help solve technical issues quickly," said Steve Boxall, EAMER service manager at Nexpress.
"This over-the-shoulder support will result in increased uptime for our customers and will differentiate our service within the commercial print industry.
Webex allows us to extend the reach of our two expert teams that are based in Europe and North America," he commented.
Tony Gasson, vice president EMEA at WebEx said: "Getting a support expert's hands on a customer system in a global marketplace is costly, time consuming and often logistically impossible.
Webex Support Center enables companies to offer a personal, virtual support experience that matches the site visit experience without costs and delays from travel." Webex Support Center is claimed to decrease the costs of support by allowing enterprise support organisations to increase first-time resolution rates, reduce onsite visits and create valuable libraries of recorded support sessions.
It is said to enable companies to enhance the effectiveness of traditional telephone-based customer support by allowing service personnel to provide hands-on support to remote computer users through a standard web browser.
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