Business professionals must be able to depend on a quick response from their office systems company whenever a need arises. CopyPro’s fast, responsive service department eases one more worry from the minds of professionals who depend on us. Today’s market of quick communication and deadlines demands no less. CopyPro stays ahead of technology to help our customers make informed decisions as well as support them after the sale. CopyPro offers all the latest office solutions from digital printers to computer networking and electronic filing.

How does CopyPro achieve TOTAL CUSTOMER SATISFACTION?
Dedicated territories consist of a Field Service Supervisor, Team Leader, Technicians and a Dispatcher. This allows our technical staff to develop a close professional relationship with their customers in order to streamline the service request. CopyPro’s Service Team consists of 32 Vendor Factory-Trained Technicians with over 350 years combined service experience. Our Service Administrative staff of 10 has over 80 years of experience with administration and billing.

We employ an on-staff Technical Dispatcher who works with customers to resolve service issues over the phone, which enables our customers to have more “up” time. Our IT staff with their years of experience and specialized training knows how to bridge the gap between your office and your multifunctional equipment.

OMD computer system allows CopyPro to track the following information daily:
Suspect Service – Machine with three service calls within thirty days.
Repeat Emergency – Machine with two service calls within five days.
Response time – Currently 3.7 hours on average.
Incomplete Percentage – Tracks each time CopyPro has to return to complete the service call. Industry standard is a 90% complete rate; CopyPro has a 93% complete rate.
Automatic Inventory Restock – OMD monitors usage and restocks technician on parts used. This assures us of having the right parts at the right time.
Service History maintained in order to review performance of machine for such information as volume, copies between service as well as days between service calls. This information helps us understand machine performance and technician performance to insure customer satisfaction.

Service calls are answered by live dispatcher versus a canned automated answering device. The dispatcher will assign a confirmation number as verification that the call for service was logged and a technician has been assigned to the service call.

Customers have the ability to place service calls and call in meter readings after hours by calling into our toll-free number or via Internet access www.copypro.net. Confirmation will be emailed or faxed to you upon your request.

Technicians receive calls in real time via Automated Dispatch Notification through cell phone text messages. This allows our technicians to call our customers if needed. This system also allows our technicians to monitor their territory to determine the priority of service calls.

CopyPro has received numerous awards that are a testament to our commitment to customer service. CopyPro Service has been the recipient of the Pro-Tech Service Award for the last 11 years.