Press Release Summary:
Original Press Release:
Psion Teklogix Introduces I-Serv Global Service Program
New service simplifies customer support and reduces total cost of ownership of Psion Teklogix' line of rugged mobile computers
Cincinnati, Ohio (January 30, 2008) - Psion Teklogix (LSE: PON), www.psionteklogix.com, is expanding its service program for its entire line of rugged mobile computers into a comprehensive new global offering named I-Serv, psionteklogix.com/i-serv. This new solution simplifies the service process making it easier for customers to take advantage of a single global contract while dramatically reducing their total cost of ownership (TCO) by up to 50 percent for both hardware and services. I-Serv combines real-time online global device tracking with guaranteed service level agreements (SLAs), 24/7 live help desk support in more than seven languages, onsite technical support and abuse repair, into a flexible customer service solution.
The key to Psion Teklogix' I-Serv is its global bundled approach to service, providing a solution which is "innovative, informative, inclusive and interactive." This approach surpasses the industry's typical piecemeal offerings that can create gaps in coverage and leave customers uncertain as to what is included in their service plan. "Until now, customers in the industry have been confused with convoluted service offerings that can be more complicated than choosing a cell phone plan," said Pascal Llorca, global vice president of service at Psion Teklogix. "Our goal with I-Serv is to simplify service for our customers with the most extensive, easy-to-choose programs so they can focus on their business rather than managing their devices."
I-Serv Solution Offerings
Psion Teklogix' customers can combine several different options within their I-Serv customer care package, such as abuse repair; same day, 3-day or 7-day guaranteed service level agreement for depot repair; 8 hour, 5-day a week or 24/7 help desk support; and 1 or 2-day on-site support. With any level of service, the company is offering a free same day upgrade on their next repair if it fails to meet its guaranteed SLA. In addition, Psion Teklogix' customers will receive an exclusive offer; a third year of service free when they purchase a two year I-Serv program. I-Serv contains the following primary service components:
Teknet - Psion Teklogix' online real time customer service system enables service in the field or at the corporate office. Using Teknet, customers can instantly create Return Material Authorization reports that track their devices from the time they leave their facility until they are returned. Teknet also allows access to a full service history from a record of all help desk calls to complete management of equipment in the field.
Quick Action Group - A member of Psion Teklogix' experienced technical support team will come to a customer's facility anytime, anywhere, to quickly and efficiently troubleshoot, repair, adjust, configure or enhance its mobile device infrastructure.
Live Help Desk Support - Whether by phone or online, customers can easily access a Psion Teklogix technical support person who can answer their service questions. The company provides an industry-leading response time of 95 percent with all calls answered within 90 seconds.
Abuse Repair - Psion Teklogix is taking the subjectivity out of "abuse" by including repairs on a device in excess of normal wear and tear, unless there was a clear intent on damaging the device. For example, if it was run over by a forklift.
RFID Same Day Repair Guarantee - If Psion Teklogix fails to meet its guaranteed turnaround time on a repair, it will send an RFID chip to the customer for them to include with their next order. This guarantees a 24-hour turnaround (from the time the customer ships the device until the time they get it back) on their next repair.
On-Site Collection - Psion Teklogix goes a step further than industry standard service offerings by providing customers with on-site collection of damaged products that need repair.
Psion Teklogix' Unsurpassed Service Quality
Psion Teklogix offers its customers an unsurpassed level of service quality with delivery time accuracy of over 96 percent. According to Service 800, Inc.'s ranking of service quality for the company's service depot, help desk and field service in December 2007, Psion Teklogix achieved a 4.7, 4.6 and 4.7, respectively, on a scale of 1-5 with 5 being the highest. Service 800, Inc.'s monthly service quality research includes world class Six Sigma companies such as CanonUSA, Fujitsu Computer Systems, IBM, Ingram Micro, Lexmark and Xerox Global Services, and Toshiba to name a few.
Psion Teklogix serves its customers globally from its company-owned and staffed Corporate Repair Centers in seven countries: USA, Canada, France, South Africa, India, China and Singapore. For more information on I-Serv and the company's line of rugged mobile computers, including the Ik´n PDA and WORKABOUT PRO handheld computer, visit www.psionteklogix.com.
About Psion Teklogix, Inc.
Psion Teklogix is a global provider of mobile computing solutions which deliver real-time access to enterprise data at the point of activity to improve business efficiency and productivity for leading enterprises throughout the world. Solutions are built around a range of high-quality, innovative mobile computers designed for tough and demanding environments. Psion Teklogix has leading expertise in rugged hardware, integration, service and support and in new and emerging technologies including image capture and RFID. With over three decades of industry experience, Psion Teklogix has customers in more than 80 countries, and over 39 sales and support offices in 23 countries. The Psion Teklogix parent company, Psion PLC, is listed on the London Stock Exchange (PON.L). For more information, visit www.psionteklogix.com.