Service Solutions

Georgia Duplicating Products’ Service philosophy takes a Proactive Approach. The key is E.C.P.M. (Every Call Preventative Maintenance). In using the ECPM approach our Technicians are able to forecast performance to prevent future calls while they perform currently required maintenance. When the service call is complete you can be assured that your systems are operating at peak performance.

Our Technicians:
Technicians at Georgia Duplicating Products are full-line trained. You have one Technician as opposed to several for the various models and types of equipment. With assigned geographic territories we have consistently averaged less than our guaranteed 4 hour response time.

Training:
Every Technician receives an average of 240 hours of continued education per year. This includes product training from our factory certified full time trainers. Our Trainers’ focus on employee development thru seminars as well as individually customized learning plans.

Parts:
Each Technician has a custom, vehicle inventory of the most common items for the equipment population they service. Parts levels are monitored daily and continually replenished. This adds valuable efficiency and ensures maximum uptime with rapid response.

Resources:
Being a technology based company has allowed us to stay on the forefront of our industry through a variety of advances: All our Technicians carry laptops that they can remotely dispatch themselves as well as have access to parts, service and manufactures technical support sites. Dispatchers use a web-based system to track all service calls and can easy reroute Technicians to further maximize efficiency and response time.

Escalation:
Our Technicians are assigned to a team that is managed by a Field Supervisor. The Supervisor is responsible for their Technicians quality and performance as well as for call escalation. This is one reason that our customers experience minimal down time.

Contracts/ Maintenance Agreements:
We offer a variety of maintenance agreements to fit your individual needs including but not limited to: combined contracts for multiple machines, blended contracts for copiers and printers, as well as individual contacts for copiers, faxes, scanners or printers. All contracts can be toner ‘inclusive’ or ‘exclusive’ and have the convenience of a single invoice.