Service & Support
Camnet is an authorised partner of Ricoh amongst others, authorised to supply and carry out warranty repairs.
At Camnet we are committed to delivering exceptional customer support at every interaction. Achieving superior Service Capability and Performance, as voted by our customers, is proof of that commitment.
Camnet listens to its customers and is actively focused on ensuring complete customer satisfaction and improvement.
Service responsiveness and call monitoring
Our automated ‘service module software’ offers real-life time connectivity to our support staff providing current activity’s & detailed status reports on the progress of work, these status’s are colour coded against service levels (SLA’s) to ensure peak responsiveness. At a glance, it is easy to see and act on a required response, resolution or any escalation requirements.
Management productivity tools
Camnet has been providing service since 1985 and has invested heavily developing many tools & process’s over that time that allow us to respond quickly to technical escalations. Our ability to access information to achieve this is critical. Like many large national organisations, information is scattered across a number of databases, our web portal provides our support engineers with access to global systems and information in seconds ... and therefore, a fast and efficient resolution to our customer’s problems.
Ease of use
Our Support web page is designed with the customer in mind making it very easy for customers to find the support they need.
Our internal service processes (CSP) and commitment to service ensures we meet the clients minimum service expectations. We also commit our organisation to a continuous improvement program through the ongoing review of our process, which benefits our customers instantly.
How does the Camnet Service Process (CSP) benefit our customers?
- Our survey and customer feedback processes ensure we continually improve our services
- Our focus on staff training programs ensures our support engineers are proficient
- Our support processes and infrastructure are designed to meet the highest standards
- Our customers receive a consistent level of excellence every time they require our support.All our processes and practices are reviewed, rated and updated regularly, ensuring our service continues to exceed our customers’ expectations
Guaranteed fast, reliable & cost effective service
Camnet is focused on providing our customers an outstanding experience when engaging us on any service or support related issues. To ensure this is consistently at an above average level Camnet employs ALL technical staff directly (not contractors), these technical staff are not only highly trained technically but also have been employed for their personality, customer relationship skills and reliability, these are the employees who are the face of Camnet.
Over the past 20 years Camnet has forged many alliances with business’s similar to Camnet’s which enables us to extend our service offerings, including SLA’s Nationally and Internationally to all our customers, so wherever you are Camnet, in most instances, will be able to support your organisation offering centralized management and service of printer/copier fleets.
Many of our technicians have over 35 years of experience working for Camnet, with technical expertise on Camnet products in addition to the products of the manufacturers listed above; this in conjunction with our product specialists gives you peace of mind that you are receiving the very best care & attention.
When your equipment or software is serviced or maintained by Camnet you can rest assured it is providing you the most cost effective way of keeping your equipment operational and performing at its optimal level. Our engineer’s carry state of the art laptops that provide instant online access to a comprehensive knowledge base of known technical issues and, where required, allows instant ordering of original spare parts ensuring we take less time in diagnosing your problem and maximising your uptime whilst keeping your costs low and maintaining productivity.
All devices maintained through a Camnet service agreement all come with a ‘Five Year Performance Guarantee’.
Camnet Australia supports every product it sells with a comprehensive repair service for the life of each device’s standard warranty period that will give you peace of mind and protect your investment. If you invest in our “Print Copy Plan” whether that is for new or refurbished equipment, you will have a full 5 years of comprehensive service support & guarantee covered under a single cost per print agreement, this ensures that should the device not work to manufacturers specifications and we cannot repair it, Camnet will replace the device with a similar like for like device.
Training and Support
Continually improve your organisation's effectiveness and efficiencies, with a range of training and support programs including personalised training from Camnet Australia Account Managers, a dedicated Helpdesk staffed by Camnet Australia personnel.