Acer will reduce terms of guarantee repair

Company Acer informs on a number of successfully conducted actions directed on reduction of terms of realisation of guarantee repairs and improvement of quality of service in Russia. Till the end of 2008 it is planned to modernise repair capacities, to introduce new methods of the organisation of repair work, to create the modern automated call-centre and to expand a partner network.
Reduction of terms of guarantee repair which do not exceed now 10 working days in 80 % of cases, becomes possible already in the current year thanks o development of system of logistics and storage of spare parts, and also introduction of new methods of the organisation of repair work. In the beginning of 2008 Acer has authorised the supplier of spare parts with own warehouse – company "ИнтерРадиоПрибор", having allocated logistics in the separate direction independent of repair services. To the new contractor on delivery of spare parts all functions have been transmitted to Russia, to their storage and delivery to a repair place. At the same time the provider of repair services Acer - R-Style Service - had been created conditions for expansion of the repair areas that will allow to increase in the nearest some months quantity of engineering staff and to introduce new methods of the organisation of repair work for the purpose of productivity increase. The beginning of works on modernisation of a repair zone in Moscow are planned for May, 2008.
In the information centre of company R-Style Service which is carrying out support "hot line Acer" and "hot line Acer Ferrari", there is begun introduction of the hardware-software decision for automation of the call-centres from company Infra Telesystems which is planned to finish by June, 2008. Completely automated call-centres will allow to distribute fast and effectively calls between operators, reducing the period of expectation of the answer, and clients can independently make readdress of calls depending on character of the arisen problems on the competent employee of service service. Thus, automation of the call-centres will allow to lift quality of interaction with clients on new level and to accelerate process of the decision of questions of guarantee repair. «We expect within May - June to start system in commercial operation and to begin its systematic development and expansion. The acting claims department also will be connected to system for improvement of quality of its work», - Sergey Kasatkin, general director R-Style Service has explained.
In regions Acer conducts active work on strengthening and the further expansion of a partner network. In the first quarter 2008 by company R-Style Service have been authorised 11 more new service centres in following cities of Russia: Kotlas, Tyumen, Noginsk, Great Novgorod, the Eagle, Chita, Nalchik, Ufa, Kamyishin, Tolyatti, Novorossisk. For today service network Acer is one of the Russian Federations most developed in territory (more than 150 service centres). Among the most priority problems of the company - the further development of a service infrastructure and opening to 300 items of reception of the equipment on all country. In near-term outlook Acer also plans to open some new platforms for the centralised repair of engineering.