The sale is just the start
For customers that purchase a device – whether it’s a handheld scanner or a printer or PDA – from Kemtek or a Kemtek reseller, the customer service doesn’t end when the purchase has been completed. With nationwide representation (in Cape Town, Durban, Johannesburg and Gqeberha), the 10-person Kemtek Commercial Service Department is on standby to provide expert technical assistance and advice on any issue that customers may encounter.
Modern devices in the printing and Auto ID sectors are increasingly powerful – but also becoming more complex. To achieve optimum performance, customers need to know how to use their device – and also who to call in the event of an issue. This could be a challenge to do with software or hardware, or compatibility with other devices or network architecture.
Whatever the issue, the Kemtek Commercial Service Department takes pride in being able to rise to the challenge and provide solutions that let the customer avoid downtime and enjoy optimal performance from their devices.
The Kemtek difference
The Kemtek Commercial Service Department is a tight-knit team with decades of combined experience. Most of the team members have been in their roles for 10 years or more, with the most experienced technician having worked in the Kemtek Commercial Service Department for 17 years. As a result, it’s not often that they encounter a problem they’ve never seen before, and that they cannot resolve rapidly. The team works very closely with Kemtek’s principals to ensure that they have the necessary parts in stock to facilitate fast turnarounds, and they all share a passion for helping people and sharing problems. This commitment to aftersales repairs and service helps to differentiate Kemtek from their competitors.
The power of knowledge
The Kemtek Commercial Service Department describe their approach as a combination of knowing the answer, knowing where to find the answer, and knowing the person that knows the answer.
We spoke to Riaan and his colleagues Irene le Roux , Leslie Moeketse, Divine Moyo, Mpumi Cindi, Thomas Gololo and Johanna Venter to find out more about the work of the Kemtek Service Department.
All in a day’s work
As you’d expect, the main focus of the Kemtek Commercial Service Department is assisting customers. Many of the issues they deal with are generally wear and tear, or caused by power supply interruptions that can damage internal components. Resolving such a problem requires not only wide-ranging technical expertise, but also excellent interpersonal skills. The Commercial Service Department team members describe their goal as helping their customers to succeed through benefitting their businesses.
A holistic approach
When a customer presents the Kemtek Commercial Service Department with a problem, they don’t look at it in isolation. Instead, they assess the entire device and check for any other issues. This provides long-term benefits to customers as this diagnostic method frequently highlights previously unsuspected issues that can be resolved now, rather than later and at a greater cost.
Thinking for the customer
At all costs, the team aims to avoid making customers feel self-conscious – even while thinking for them. They describe how problem-solving often comes down to putting themselves in the customer’s shoes. Their work frequently requires innovative solutions, especially during times when global supply chain problems have limited access to spare parts, or led to extended lead times. On this point, Riaan notes that the situation continues to improve.
Keeping the lights on
Power outages are a very real problem for South African businesses – but this is a challenge that the Kemtek Commercial Service Department is taking in its stride as they continue to research and develop possible power supply and surge protection solutions. This proactive approach – combined with a policy of keeping in constant communication with customers to manage their expectations, and a willingness to come up with creative solutions – has earned Kemtek’s Commercial Service Department an exceptional reputation in the industry.
Inspiring stuff
We asked the team to share some words or phrases that they find motivating, and the answers were very revealing. They described the importance of being team players, with everyone always there for everyone else, and of having a ‘now or never’ attitude. They also talked about a refreshing company culture in which they’re allowed to do as they know best and express themselves as technicians. Riaan explained that accepting that not everything can be controlled was an important realisation for the team.
Downtime for people – not for machines
A quick survey of the team’s preferred leisure activities revealed that they share certain characteristics: being creative and nurturing, giving back, and focusing on developing close bonds with people. Whether gardening, spending time with family, focusing on personal growth or developing a loadshedding-proof home lighting system, it’s clear that the Kemtek Commercial Service Department bring the same qualities to their free time as they do to helping customers. Surely a sign of people who love their work, and who excel at it.
To learn more about the work of the Kemtek Commercial Service Department, or any technical assistance, contact Riaan de Koker on +27 (0)83 631 3270 or by email at RiaanD@kemtek.co.za
