Dpeyemedia Computer Services Limited is able to offer tailor made services structured and operationally designed to provide competitively priced, high quality engineering to meet the needs of manufacturers and resellers alike. Our proven track record in warranty provision and value added services all helps towards a smooth transition.

Warranty Provision

Dpeyemedia Computer Services Limited offers warranty support services throughout mainland UK. Being an established maintenance company means we are not tied to any one manufacturer and our expertise extends to all major brands as well as generic or �clone� type equipment.

The Call Centre/Helpdesk is designed specifically to provide a fast response and quality support to our customers. Its main aim is to bring the reported fault to a speedy resolution, whether that resolution is via advice given over the telephone, or direct intervention with on site engineering response.

Servicing our client base on a nationwide basis, where timing is critical, requires fastidious organisation.

Our objective is to have all faults responded to and cleared as quickly as possible. The way we meet this objective is to have engineers based throughout the mainland UK, responding to calls placed by our Call Centre/Helpdesk. The standard response times offered are eight and sixteen working hours.

Alternatively Dpeyemedia Computer Services Limited offers a return to workshop repair or courier exchange facility - solutions to take the headache away from the manufacturer.

Warranty Provision Operation

All fault calls are placed with the Call Centre/Helpdesk, logged and entered onto
our Service Management System, issued with a unique reference number and, if necessary, progressed to technical support for further investigation and final assessment. At this point if the call is not resolved the Call Centre/Helpdesk
allocates the call to field service and an engineer�s attendance will be scheduled.

Each engineer is equipped with main components and relevant loop stock. Should he/she require additional items these are shipped, via courier, to reach him/her by early a.m. the next day. DpeyemediaCo currently utilises pre-determined courier depots for the delivery and collection of stock items. These depots are situated throughout the UK and utilised for either, the engineer to pick up parts en route to a customer, or delivered in close proximity to the engineer's base.

Our policy is for the engineer to collect faulty parts from the customer's premises and return them to our central distribution point for collection by the manufacturer's own carrier.

Monitoring repair cycle consistency is a major contributory factor in overall performance.

Warranty Operation Resource

In order to provide an efficient and structured service each requirement is calculated to ensure engineering and administration personnel availability is adequate. Should the volume of business dictate, investment in additional support is made as required.

Spares requirement is calculated by product base size, intervention rates and stock turnaround.

In order to sustain a competitive but cost effective support service Dpeyemedia Computer Services Limited maintains a fully accredited technical support team which provides the necessary training skills to field based engineers. Our in house training schedule research and development strategies ensure we are able to maintain our existing customer base and deliver new skills required to attract and retain new business.

Careful selection and training of personnel ensures a stable and consistent culture.

Infrastructure and Systems

Efficient communication is vital to run a productive and efficient business. Dpeyemedia Computer Services Limited believes by implementing a strong company mentality, backed by internal procedures and disciplines, information can be shared in a controlled way and responsibility taken by the correct authority.

To ensure situations are well monitored our escalation process and procedures are essential to our ethos.

Our Call Control Service Management System is designed to monitor response and fix times, highlight problematic machines, determine engineer availability and reporting criteria. In addition the software is able to monitor return to base repair and turn round times and highlight stock availability and further requirements.

Having the correct systems in place ensures the smooth and efficient running of the whole organisation.

Reporting Standards

The essence of our business is to accurately log, and sufficiently marshal resources to deliver a service within the contractual timescales. In order to achieve this it is vital that performance is monitored regularly so that trends can be identified. Dpeyemedia Computer Services Limited can provide statistics on its performance either, quarterly, half-yearly, annually or on an agreed basis. The reporting service will include an accurate record response and fix times.