Mimaki's exclusive UK and Irish distributor, Hybrid Services Ltd, has a new and improved gadget in the Tech Services tool box; the latest TeamViewer remote support software, designed to offer spontaneous customer support.
Following escalation of a support case by one of Hybrid's resellers; technical staff at its Cheshire HQ are able to make 'virtual visits' to their customers' computers and resolve many software or computer related issues remotely, allowing faster problem solving and getting customers back printing as quickly as possible.
The fast and easy access offered by the new system means quick diagnosis and resolution of problems by allowing remote access to the customers' computer where a member of the technical team can do everything as if they were sat in front of the end users system. This saves the time involved in arranging and getting an engineer to visit the customers' premises, and with TeamViewer being secure and safe to use, it ensures the customers' files are protected at all times.
In addition to the technical team being able to access remote computers, Hybrid's setup allows for a two way dialogue, where files can be shared by Hybrid and accessed by the customer for testing or evaluation purposes, and with the additional feature of remote screen capture, Hybrid can analyse more complex tasks offline.
Hybrid's technical services manager, Andy Lewis considers this latest addition to the company's support capability to be a powerful tool. "The ability to rapidly respond to a customer is core to the service we offer at Hybrid. We have been pioneering remote software support for a number of years, but this latest addition ensures we're providing our customers with the best backup possible."
Offered free as part of Hybrid's Technical Services function - available to in-warranty Mimaki users and those with Customer Care packages - the TeamViewer application is downloaded from Hybrid's website in conjunction with instruction from a technician.
Further information on Hybrid's complete support and technical capabilities can be found by visiting www.hybridservices.co.uk or calling 01270 501 900.