Colortrac’s new Global Technical Help Desk Provides Worldwide Support 24/7

By DE Editors

Colortrac has implemented an on-line Global Technical Help Desk system designed to meet ISO 20001 standards. This new technical escalation system gives Colortrac’s support team the ability to quickly identify and resolve large-format scanner issues while giving its international customers fast, tracked technical support 24 hours per day, seven days per week.

The Global Technical Help Desk system is a database of every scanner Colortrac has built. Each scanner’s build and service history,  including production and quality control reports, are available to Colortrac’s support staff. The Help Desk service management system is a knowledge base of every technical solution Colortrac has identified. As such, it provides Colortrac’s customers with very quick answers to technical problems, as well as practical advice for common, everyday questions.

Colortrac’s Help Desk is geared to the needs of its international distributors. They can go online to view the progress Colortrac’s support teams are making to resolve any reported technical issue. Authorized users logging onto the Help Desk will receive a ticket number that is unique to their issue. The system ensures that every Colortrac customer receive a first response within two hours of a ticket being issued.

Colortrac distributors can now advise customers on the support status of their scanner on request. By logging on to the Help Desk,  Colortrac’s distributors will know where a scanner is, what is being done to it, and by whom.

For more information, visit Colortrac Inc.

Sources: Press materials received from the company and additional information gleaned from the company’s website.