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First Office Systems Ltd
14-16a Albion Road
Tunbridge Wells
Kent TN1 2NH

AVAYA Silver Partner
Canon Gold Standard
Canon Solutions Partner
Mitel Partner
Samsung Advanced Partner

Service Certificate
BSI ISO 9001:2008

First for Customer Care

Customer care and service

Establishing and maintaining long-term customer relationships is what we are most interested in. Many of our customers have dealt with us for 18 years.

This can only be engineered with certain key things in place and one of these is continued customer care through reliability, competence, professionalism and attention to detail.

For example, First Office Systems is a Canon Plus Premier Business Partner. To attain this certification, our technicians have all received rigorous Canon training. We consistently achieve outstanding technical performance and deliver unbeatable system reliability. The figures below represent the number of prints or copies between technicians’ visits (Canon target figures and actual First Office figures). Along with figures for call response times, this indicates the quality of service you can expect from our technicians.

April 2010

Number of prints and copies between technician visits

Canon Model	Canon Target	First Office
Low Volume B&W	11,400	21,000
Mid Volume B&W	27,000	43,500
High Volume B&W	52,500	179,700
B&W with Smart Colour	48,650	34,850¹
Professional Colour	16,800	21,800

Note¹ B&W with Smart Colour - includes units being used outside of manufacturer's recommendations, which is the cause of poor reliability. These customers are aware that their application requires a professional colour system if improved reliability is to be achieved.

On the occasion when you require our on-site technical support our average time elapsed until attendance is an impressive 2 hours 18 minutes (Based on period October 2009 - March 2010)(Canon set an average target attendance for their Partners at 4 hours)

Our response times from our Telecommunications department are very similar, where the average time elapsed until attendance is 1 hour and 45 minutes (Based on period October 2009 - March 2010)(The average target attendance is 4 hours for system crashes and 16 hours for non-urgent issues)

We are able to achieve excellent response times due to the fact that we concentrate on providing services in a relatively small geographical area in Kent, Sussex, Surrey and London.

Our ‘time to fix’ is also very impressive as we hold the correct amount of service and support stock in our premises in Tunbridge Wells.