How we do it
Transparent Service
We do whatever it takes to keep our customers’ office equipment and IT Infrastructure running at its best.
We Take the Customer Experience Seriously
We do whatever it takes to keep our customers’ office equipment and IT Infrastructure running at its best, and we maintain our high standards by tracking our performance.
As part of Com Pro’s commitment to transparent service, our customers can see the 12 month average of how we are doing, based on the following key performance indicators, that include:
43.58
IT AVG RESPONSE TIME (mins)
1
IT AVG PLAN TIME (hours)
1.62
IT AVG RESOLUTION TIME (hrs)
85%
PRINT FIRST CALL FIX RATE
2.47
PRINT AVG ON-SITE RESPONSE TIME (hrs)
Less Downtime
More Productivity
We know that you depend on your office equipment and IT infrastructure to keep your business running smoothly. That’s why Com Pro uses a variety of tools to minimize downtime and prevent problems before they arise.
For example, we use innovative software to actively monitor your equipment and to track its performance. This lets us identify maintenance issues ahead of time and respond quickly to any operational issues. The end result for you is less downtime and increased productivity. On average, the up time across all Com Pro customers is over 98%.
Transparent Service
Open and transparent communication
Transparency is one of the underlying pillars of Com Pro.
We know that our business is built around trusted relationships with our customers, so we are always clear about how we operate. And when problems do occur, we communicate openly about what happened and how we are going to resolve the issues, including steps to prevent it from happening again.
Transparency also means listening closely to our customers to acknowledge and understand their objectives, challenges and concerns. With open communication, we proactively head off issues before they arise, which is ultimately better for everyone.
Transparent Service
Proactive Monitoring
We prevent downtime using proactive monitoring best practices, including the use of software to monitor the health of your office equipment.
IT INFRASTRUCTURE MONITORING
Com Pro is continuously searching for signs that indicate a problem is about to happen with our client’s information technology, whether that be hard drives running low on space or processors being pushed to their limits. This approach allows Com Pro technical staff to proactively address issues that could drastically affect our client’s technology infrastructure.
OFFICE EQUIPMENT MONITORING
From automatic ordering of supplies to ensure you don’t run out to alerts that notify our technicians when a device has encountered a problem, our proactive solutions help keep your business running smoothly.
Naturally, as with all machines with moving parts, there are times when equipment stops working or things go awry. While proactive monitoring can’t prevent such problems entirely, it can help our team of technicians respond more quickly and get your office equipment up and running faster.
Preventative Maintenance
TRACK AND MANAGE YOUR IT HARDWARE
Every month we go through an extensive maintenance process to ensure your network is operating at peak performance and that essential automated processes are functioning properly. We also manage all of our client’s critical updates, patch cycles, and vendor support and warranty programs.
For example, each month a test restore is performed to ensure the backup system is working properly and all system event logs are checked and archived. Think of it as the equivalent of an oil change and safety inspection for your car!
WELL-MAINTAINED EQUIPMENT IS LESS LIKELY TO SUFFER A MAJOR FAILURE.
With Com Pro’s General Preventative Maintenance program, our technicians visit our customers regularly to inspect, clean and make minor adjustments or repairs to machines. This leads to more reliable operation and less downtime.
Restrictions on this program may apply for customers located in remote areas. Please contact Com Pro to learn more about how our General Preventative Maintenance program can benefit your business.
Satisfaction Surveys
An unhappy customer is an opportunity for improvement. At Com Pro, we are constantly looking for ways to deliver better customer service, and customer feedback plays a crucial role in this.
After each service call, we send out a feedback request to ask our customers to rate how we are doing and the likelihood of them referring us, while also giving them the opportunity to tell us when we have missed the mark. Each survey is carefully reviewed, and actions are taken when needed to improve our processes.
In the event of a negative experience or issue, our management team is informed of the circumstances, and in some cases a Corrective Action Report (CAR) is completed and shared with the customer.
