Customer Service - FARO | 3D Measurement, Imaging & … · 2017-05-08 · Customer Service Team ... 6 Agents –1st Level Hotline 7 Agents –2nd Level Correspondence 7 Agents –3rd

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Customer Service

News and Facts

Tomas Kabes 26th April 2017

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Customer Serv ice

Presenter: Tomas Kabes

14 years experience with FARO CS

Lead Technical Support EMEA

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Agenda

FARO Tools and Services

Numbers and Facts

Main Issues

Communication

Questions and Answers

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FARO Tools and Serv ices

Annual Cleaning and Calibration

License Management

Troubleshooting SW & HW

Repairs

1st Level Support Training

New Knowledge Data Base Mindtouch

BOX.com

FARO Academy

Measurement Service Providers *bilder*

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How to get newest content

Scene Installations Files

Scene Manual

Focus Firmware

Focus Tech Sheets

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Knowledge Base Mindtouch

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FARO Academy

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Numbers and Facts

Customer Service Team

15 Technicians – Laser Scanning

6 Agents – 1st Level Hotline

7 Agents – 2nd Level Correspondence

7 Agents – 3rd Level Technical Support

4 Agents – 4th Level CS Engineers

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Numbers and Facts

85 – 100 Calls per day

60 Seconds waiting time

5 – 10% Lost Calls

24h Reaction time promissed, but typically:

7h reaction time, 40% below 4h

priorized handling for Premium Customers and Distributors

14h – 25h average case solution

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Numbers and Facts

Technical Service Turnaround time

11 days promissed for all services!

Typically:

8,8 days – Repair and ACC

Service Schedule improved – no long waiting times any more.

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Main Issues

Software Licenses

• Single / Network

• Port Locks / Soft Locks

• Online Activation and Update in field

• Offline Activation and Update with C2V/V2C File

• Send C2V file to [email protected]

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Main Issues

Troubleshooting Software

• Errorcodes

• Dmp Files

• Screenshots & Description

• Example Scans

• PC Specifications / Info File

Troubleshooting License

• Errorcodes

• HASP Driver Upgrade

• Try 1st Online Activation / 2nd Offline with CS

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Main Issues

Troubleshooting Hardware

• Errorcodes

• SD Card Check

• Firmware Installation

• Quick Quality check

• Photos and example Scans

• Logfile

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Communicat ion

Provide important information

• Case Number

• Troubleshooting Details

• Main Contact Person and Details

Use the right communication channel

• Phone (Fast!)

+800 3276 7378

+49 7150 9797400

• eMail (Ref ID!)

[email protected]

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Quest ions & Answers

Self Service Portal

Service Center

Guarantee Vs Warranty

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Thank You!

Reference:

• http://www.faro.com/support - FARO Support Website

• http://www.knowledge.faro.com – Mindtouch Knowledge Base

• http://learn.faro.com – FARO Academy

• [email protected] – Scene offline License

activation / update