Managed Services

Since 1968, ICT has been committed to provide the highest quality digital imaging products and service to our customers. The Sharp copier products we market have the highest ratings in the industry, have one numerous awards, including the copier product line of the year from Buyers Laboratory.  Along with our copiers we offer value added services to our customers by assigning a team of experts to every account. Using our seven step process and business review we are able understand a company's business to make digital imaging recommendations that will improve document work flow, user satisfaction while positviley impacting your bottom line. This process is as follows:

1. Free print analysis Site Survey/Free print analysis:

ICT will conduct, at our expense, on-site surveys for all your copiers and printer. Our analysts will be visiting the output technology stations (copiers, MFPs printers, fax, etc.) in your company departments.  We will be collecting data related to the work flow processes, routine applications for these devices, volumes, and related operating cost. The purpose of the survey is to provide decision support in the area of document management with the outcome of improving your organization’s utilization of copy machines and print technology to manage documents cost effectively. Beyond assessment, the outcome of the discovery process is to provide assistance in action planning specific methods for moving forward toward achieving your objectives for integrating document technology. It is our intent to offer objectively, innovation, and expertise thus adding value to our business relationship and fulfilling our promise of helping you to improve your document imaging systems to increase productivity and cut costs. Our recommendations include redeployment of present equipment and installing cost effective multi function printers (MFP) where appropriate. The survey findings are proprietary information and are intended to be held in strict confidence by both parties. The results will include:

In addition ICT will propose:       

2. Consultant Sales Approach

All ICT Account Representatives must attend the Sharp Academy and pass all of the testing before making a call: They must understand the features and benefits of the Sharp product line.

This includes learning the benefits of using Sharp OSA, Open System Architecture. This MFP process is Lenox based and provides for the development of third party applications. Today there are hundreds of applications already developed for the Sharp MFP product line for virtually every industry. In addition they must be proficient in demonstrating Sharp Scan2, Sharp Desk, and OCR.

3. Order Processing

Once the customer requirements are confirmed and the copy machines are decided upon the order processing begins. Upon receipt of an order, the ICT team will meet with our customer to ensure a smooth transition. If replacing existing equipment or to install a new unit. In the case of replacement, ICT will make sure your users experience no down time. The delivery for equipment can take place within 1 to 7 days from receipt of the order.

Our Account representative will confirm that the site is prepared for delivery.. They will confirm that the power source, space requirements, network requirements, and all other aspects of the installation are met.

Once this is confirmed, ICT will contact the end user to schedule the day and time of delivery, installation and training. At ICT can use our own trucks and control the time of delivery the day before the actual delivery.

4. Installation

A factory certified copier technician will perform installation. If the unit is being connected, a network specialist will be there to help with the installation.

5. Training

Training will take place immediately after installation by a certified trainer or the Account Representative They are certified to train on all aspects of copying, printing, scanning and are able to demonstrate all of the features of the products’ capabilities. Training will include electronic submission of jobs from the desktop, scanning and printing for connected equipment. In the event a customer requires additional training for new employees or for any reason, it will be provided at no charge.

6. Quality Maintenance for Sharp Copiers/MFP

Along with the quality of copier products, service is ICTs greatest strength. All service requirements for copiers will be placed by calling toll free (877) 246-4849.  The service number leads to ICT’s diagnostic service center, where technicians that have been thoroughly trained and certified on all MFP products, are there to answer the call. We believe our diagnostic service technicians are the best and most experienced in our industry.  They are required to spend a minimum of 7 years in the field repairing copiers and MFPs. They are continually trained and tested and must remain in the 90 percentile to qualify and remain a diagnostic center technician. Because of their knowledge and experience, over 25% of copier service calls are resolved over the telephone. In the event a customer is unwilling to work with the diagnostic center or if the problem cannot be resolved over the telephone, a certified ICT technician will be dispatched immediately. All ICT technicians carry the recommended spare parts to be able to repair our equipment on the initial service call. If a spare part is required, it will be supplied by our local warehouse or sent overnight so the machine is operational the next morning. In the rare event the copier cannot be repaired, it will be replaced no later than the next day.

It is our belief that relationship is very important in taking care of and servicing a customer. With this philosophy ICT, assigns our technicians to specific accounts and locations.  Our technicians develop a relationship with our customers and are responsible for keeping them satisfied.  Also, by using the same technicians, we are able to track their performance and the satisfaction of our customers. We are proud to say that many of the ICT technicians have been with our organization for numerous years. We can also state that our employees are compensated well and we have virtually no turnover in our service department.

ICT tracks all its MFP products from the date of manufacture to the date they are removed from use. This enables our Service Department to track the reliability of every component of a copier/MFP and schedule preventative maintenance before problem occurs. This tracking process is performed by our diagnostic center. When a service call is placed, the following information is recorded and updated.

Based on the information gathered the Sharp copier is set to by usage to notify the user when to call for preventative maintenance.

 

7. Life Long Relationship

We pledge to our customers an uncompromising integrity and to effectively serve by offering the highest quality copy machines and digital imaging service and services second to none. Our #1 priority is to keep our customers satisfied. We employ a diverse team of energetic, results-oriented employees who possess the talent and skills necessary to uphold ICT as a market leader in MFP sales and service to our customers. We know it is a lot harder to sell a new customer than a satisfied one. Many of our customers have been with us for as long as we have been selling copy machines.

After a sale is made we continue to follow-up to confirm customer satisfaction this begins right after the sale is made. ICT requires our sales representatives to contact our customers at least once a month by telephone and visit each copier user at least once a quarter.

At ICT customer satisfaction is our number one goal and an ongoing process. ICT requires our sales representatives to contact our customers at least 4 times a year by telephone and visit each MFP user at least twice a year to make sure the MFP is meeting the customers requirements and that they are satisfied.