Prioritizing Competence, Astragraphia Continues to Provide the Best Service

Best Services

To improve competence, Astragraphia is committed to investing in training. Every time there is a new machine, Astragraphia always sends the technician to Fuji Xerox for training. After being skilled, then they became trainers for other technicians in Indonesia. Most of this investment comes from the purchase of machinery to be dismantled during training.

In carrying out 3HDT services (3 Hours Down Time), Astragraphia must adopt information technology. How not, in one day there are 700 to 800 service calls throughout Indonesia. With information technology, all activities ranging from service reports to damage to completion of repairs and surveys to customers are recorded in a system and displayed on the dashboard. Leaders to the supervisor level can access the dashboard to monitor and control the process.

To facilitate communication, every technician is equipped with a smartphone in which there is the iSupport application. iSupport is a mobile application that is used to communicate technical support teams in real time. Service orders and reports are communicated using this application.

Another important aspect to consider in service innovation is change management. The 3HDT program requires new ways of working that demand new behaviors from technicians. One of them is the use of mobile devices. At first the technicians were reluctant to use it because they felt that their existence was always monitored. However, through the process of socialization and awareness, they gradually became accustomed to utilizing the technology provided.

As a result of implementing this program, the level of customer satisfaction has increased. The benefits of this innovation also appear from revenue growth which increased 5% in 2016, where other players in the industry were in trouble.

Related

Laser Printer Users, Here’s the Tips to Maintain Your Printers!
Laser Printer Users, Here’s the Tips to Maintain Your Printers!
The technology in printers are constantly being upgraded, start from stand-alone printers to multi-function printer that has the features to Print, Co...
Learn More
How Does Digital Transformation Change Customer Service?
How Does Digital Transformation Change Customer Service?
Digital transformation changes everything, from supply chains to marketing campaigns in all aspects of the organization so that it also changes the wa...
Learn More
Make Classic Blue Your Color of The Year
Make Classic Blue Your Color of The Year
Through its Instagram account @pantone, specialists approve Pantone colors to approve the 2020 color trend of this classic blue with the code 19-4052....
Learn More