Durst Image Technology US, LLC, Rochester, NY, announced that Field Service, a professional conference devoted to service excellence, cited Durst’s service offerings and delivery system as “Best Service and Support Strategy Implemented in 2007.” Durst’s system is called the Durst Service Portal and features EDSON (Enhanced Diagnostic and Service Online Network). The Durst Service Portal is a web-based, co-service program that uses various technologies and processes to help customers control service costs and reduce equipment downtime. The program’s core is EDSON, featuring web-x functionality, which gives customers access to online training, troubleshooting procedures, animations, and other online assistance to help them solve problems themselves. EDSON allows customers to work directly with Durst telephone support technicians, or they can work independently.
“Field Service not only honors us with this recognition, it validates all of our thinking and efforts in working to deliver the best service experience to our customers in the commercial imaging industry,” says Tim Saur, senior vice president of operations, finance, and service for Durst US. “Durst customers choose from four levels of service that meet their specific needs, utilize tools and training that give them more control over service activities and costs, and gain access to it all via a highly efficient, easily understood online deliver system.”
Field Service selects the award winner based on an overall evaluation of its service program by the judges, who look at factors such innovations to improve delivery of service, first-time fix rates, response times, program efficiency and cost effectiveness, and descriptions and data that demonstrate how the program is evolving to meet the changing needs of its industry and clients. Judging was conducted by Field Service’s conference director Jonathan Massoud; Michael Niesen, vice president of technical support for Heidelberg; and Sandeep Kulkarni, director of hardware support operations for Hewlett Packard.
“Field Service’s panel of judges found Durst’s EDSON program to be well-deserving of the ‘Best Service and Support Strategy Implemented in 2007’ for allowing for increased uptime, optimized self-service capabilities, a consistent recurring revenue stream, and knowledge of transfer of step-by-step solutions for worldwide service training –all resulting in an overall customer-satisfaction rate above 96%,” Massoud says.
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