NexPress Solutions Solves Customer Problems With WebEx
Press release from the issuing company
LONDON and SAN JOSE, Calif., Nov. 4 -- NexPress Solutions Inc., a Kodak company, uses WebEx Support Center, from web meeting applications leader WebEx Communications, to provide expert-level remote technical support to its commercial printing customers around the world. With WebEx Support Center, NexPress support specialists can view, diagnose and resolve technical issues for customers of its colour and black-and-white production printing solutions and services.
If an issue occurs at a customer site, a local NexPress service representative responds to resolve the problem. If additional assistance is needed, the local representative uses WebEx Support Center to consult with a support specialists from the NexPress research and development facilities in Kiel, Germany or Rochester, New York.
"With one click of the mouse, we can instantly bring in one of our experts to quickly solve technical support issues," said Steve Boxall, EAMER (Europe, Africa, Middle East Region) service manager, NexPress. "This over-the-shoulder support results in increased uptime for our customers and differentiates our service offering within the commercial print industry. WebEx allows us to extend the reach of our expert teams based in Europe and North America."
According to Paul Willems, general manager for NexPress EAMER, "NexPress is absolutely committed to powering the success of its customers with presses that are engineered for high-volume production and best-in-class reliability. In the event that a system needs service, our local representatives are now backed by a global team of experts that will have the customer up and running in a minimum of time.
Tony Gasson, vice president EMEAR, WebEx, said, "In this global marketplace, getting a support expert's hands on a customer system is a costly, time consuming and often logistically impossible endeavour. WebEx Support Center enables companies to offer a personal, virtual hands-on support experience that matches the site visit without the delays and additional costs of travel. "
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