The repair center in Rho, where do the computers of the Acer Group from "cure"
Intelligent machines, but will also remain the machines. PCs, in all their shapes and forms, objects are not perfect, far from it. According to Gartner, every year 15-20% of notebooks fails. The causes? Of various kinds: jumping displays, batteries, tilt, power supplies shorted, burned boards, just to name a few.
Headaches mica funny for those who live there on your computer. But even for those who produce them and these machines can not afford to lose a customer for a trivial problem that maybe just needs a hint to be resolved.
It is no coincidence that Acer has decided five years now to invest massively in so-called repair center, real emergency rooms for computers Group (which includes the brands Acer Packard Bell, Gateway and eMachines) . Twenty million euros to build a service network of over 1000 employees spread over 18 centers, with a total area of more than 40,000 square meters.
Among these there is also the center of Mazzo di Rho, near Milan, Italian outpost where we went to better understand how a computer is revived today. Here it comes to PCs, notebooks, netbooks and other machines that dying Acer technicians disassemble, analyze, and take care to be revived returned to its rightful owners. All this - and this is the most interesting aspect - within four days.
From contact centers, first aid
How do Acer to ensure response times so narrow is explained to Mario Fazio, Customer Service and Support Officer, Acer Group: "We live in a world increasingly connected and the computer has become a bit 'like the refrigerator, if you feel it immediately breaks the lack. We have developed a unique approach to service: unlike our competitors want to be personally involved, but above all we want our customers to realize that there is someone ready to support them. "
An involvement that begins with the first call, only in the contact center of Syracuse - where Acer receives requests for help from all users of the Mediterranean basin (Italy, Greece, France, Spain and Portugal) - arrive every day up to 15 thousand daily requirements. But above all makes the first and most important screening of "cases" to be treated. "80% of the problems are resolved at this stage, explains Daniel Cecere, Country Service Manager Acer Group Italy, Greece and Israel, as these are problems related to the software, and therefore resolved remotely.
From admission to discharge ...
But what if the problem is not resolved over the phone? In this case triggered the procedure for the shelter itself. A practice highly computerized, of course, governed by a proprietary system called CSS (Customer Service System) which allows you to create a "medical record" of the PC and - in parallel - to communicate with the user via SMS or e-mail to inform them about the status the art of repair in its four key moments: the withdrawal of the PC and open the file, update the medical record, closing the practice and delivery of the package. For the traceability is ensured throughout the repair process, every product is labeled with a reference code of practice.
... Through diagnosis
To ensure full resolution of the problems we think instead of a solution for diagnostics (PC Doctor) that allows engineers to Rho to load its own operating system and perform a complete check-up of the machine through several tests: the operation of the mouse pad and the keyboard to verify the integrity of the hard disk, the performance of the CPU, its cache and system memory capabilities of the motherboard and PCI bus connections. If PC Doctor encounters an unfinished, does not allow the continuation of the repair as long as the issue is not resolved. If the diagnosis is verified, however, the technician can service the product, proceed to repair or replace the malfunctioning parts coming through from the warehouse or - in case of unavailability - the hub of Wroclaw, Poland.
An effort paid off?
Almost all natural to ask whether or not these efforts are perceived by customers. Acer then proudly shows graphs depicting the growth of customer satisfaction in recent years, emphasizing the value of a 24 x 7, which guarantees the capture and return of all products quickly. "But the most significant - Cecere Daniel points out - is that over 80% of users who went to assist, however, recommend an Acer computer with a friend." As if to say that the client does not run if the problem is solved quickly.
