Conduit Global’s client, an American global corporation that sells print and digital document solutions and services in more than 160 countries, has a long-standing reputation for outstanding service and support. As soon as one of their printers or copy machines requires servicing, the user – or, increasingly, a central point of service – receives an alert. Today, with hundreds of thousands of printers to support across the US, (that equates to thousands of alerts per day) the client relies on technology solutions provider Conduit Global to manage these initial calls. Using a solution built on Avaya technology, Conduit Global has helped the client to maintain its excellent customer service standards, while simultaneously driving down annual costs by over $1m and increasing efficiency through automation.
Printers and copiers are essential to the smooth running of offices around the globe, and downtime – even for issues such as replacing toner – can be a frequent source of irritation in the workplace. That is why Global Conduit’s client, like other printer providers, has equipped its devices with a range of sensors to provide early warning when ink levels are running low or the machine needs servicing. On older models, alerts typically appear on the machine’s screen, prompting users to contact the company for support. Today, newer generations need no such intervention.
Enter Avaya. We saw this as an opportunity to leverage Internet of Things (IoT) intelligence. Now, alerts are sent automatically by each device to a support center for immediate remediation measures. In some cases, an automated email is sent to schedule a service appointment or to order consumables. On other occasions, the alert automatically requests a visit from an engineer to the customer site.