Service Commitment

Delivering complete customer satisfaction

The relentless pursuit of providing our clients the ultimate customer service experience is what differentiates Imagetek

In a day and age when many service providers are looking for ways to take shortcuts, Imagetek is continually finding ways to provide the best service to our clients. With our efforts and accomplishments recognized and endorsed by the world-leading independent benchmarking firm, PROs Elite, you can rest assured that we truly deliver on our commitments.

Local, dedicated, and responsive service

As many of our clients who have done business with other vendors know, others like to make promises but regularly fall short. However, Imagetek sets the standard for document solutions and services in the markets we serve when it comes to service and support:

  • When you call for service, you always get a live Imagetek dispatch employee who works here in our corporate office
  • Imagetek's onsite service response time (measured from the time you call to when your technician arrives) averages under 2.6 hours
  • The technicians who service your equipment have an average industry tenure of over 14 years and they are certified by the equipment manfacturer

Raising the bar

While having local dedicated Imagetek employees, parts dispatch, and inventory warehousing is important to how we serve you, equally important to your business and productivity is how we respond.  Imagetek prides itself with our industry-leading service performance:

  • 92% of the time when a technician arrives they will have the correct parts on-hand, and be able to resolve the issue on the first visit
  • The Imagetek service bonus program rewards our technicians based upon quality of calls, not quantity of calls
  • Imagetek technicians will not only resolve the issue, but perform preventative maintenance on every call
  • Imagetek beats the national average for pages between service calls by 36%

Above and beyond relationships

As great as it is, servicing and supporting your equipment and solutions is only part of the story.  Imagetek also takes a unique approach to account management.  We truly value our customers as being so much more than a one-time transaction.  Our professional account managers will meet with you on a regularly scheduled basis throughout the term of your agreement to provide a variety of benefits to you:

  • Ongoing Business Relationship Reviews
  • Review of our performance and how we might serve you better
  • Introduction to new Imagetek technologies and services that could add value to your organization

An advocate in your corner

In addition to all of the above, Imagetek also employs a dedicated Customer Care Coordinator who manages, organizes, and communicates all aspects of customer service and problem resolution:

  • Equipment  & solution installation
  • Training
  • Service & support
  • Order processing
  • Billing and administration
  • IT support services

Service awards and recognition

Imagetek continues to be recognized by our valued business partners and independent agencies for our service performance:

  • PROs Elite 100 Member
  • Ricoh Circle of Excellence Servicing Dealer
  • Kyocera Premier Servicing Dealer

As you can see from how we deliver on our commitments, when it comes to service Imagetek means business!

Ready to find out more?

Are you ready to experience the Imagetek service difference?