With a newly enhanced service model in Australia, Lexmark, a global imaging and IoT solutions leader, is set to deliver faster restore times and even more reliable service for its printers and MFPs, particularly in regional centres — all while boosting industry-leading customer retention.
By refining its service zoning to reflect changing demographic trends, Lexmark will require less than 48 hours to provide 75% of the Australian population with onsite restore (for Managed Print Services and MPS Express customers) or onsite response (for warranty customers), provided all necessary information is provided.
“These improvements are a significant step forward in our continuous effort to enhance customer experience, especially in key regional centres where research shows that Australia’s population is growing the fastest,” said Stephen Bell, Lexmark managing director for Australia and New Zealand. “We are committed to providing the most comprehensive service infrastructure in the print industry to support hundreds of critical health, retail and other essential services across Australia.”
Lexmark supports tens of thousands of devices under MPS contract in 14,000 locations in Australia — including some of the country’s largest essential service and critical infrastructure providers. Globally, the company has nearly 1.5 million Lexmark devices under MPS contract and has achieved an industry-leading customer retention rate of over 95%.
Company emphasises ‘restore’ over ‘response’
In making the announcement, Lexmark representatives said the company is also focused on “restore” rates over “response” rates.
“That’s an important distinction,” said Roger Harvey, Lexmark service manager for Australia, New Zealand and Asia Pacific Central. “‘Response’ means a technician responded but didn’t necessarily repair the issue — whereas ‘restore’ means the problem was fixed. Lexmark’s focus is on delivering the fastest possible ‘restore’ times to ensure minimal disruption for our customers. Using our technology-driven approach and nationwide team of technicians, we can fix problems on the first visit in over 90% of cases.”
Technology-driven approach leads to greater accuracy
Lexmark's advanced-technology platform enables deeper visibility into device health, pinpoint diagnosis and greater accuracy in service-part dispatch. That is in addition to a nationwide team of technicians and a revolutionary design for Lexmark's latest A3 copiers that allow experienced technicians to resolve most issues onsite within 15 minutes.
Justin Bansemer, Lexmark supply chain operations manager for Australia, New Zealand and Asia Pacific Central, said, "The re-engineering of our service model demonstrates our dedication to providing the most reliable service infrastructure in Australia."
Supporting resources
- Learn more about Lexmark Managed Print Services
- Read more about the enhanced service model
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About Lexmark
Lexmarkopens in a new tab creates cloud-enabled imaging and IoT technologies that help customers worldwide quickly realise business outcomes. Through a powerful combination of proven technologies and deep industry expertise, Lexmark accelerates business transformation, turning information into insights, data into decisions, and analytics into action.
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SOURCE Lexmark
For further information: Lisa Forrest, lisa.forrest@lexmark.com