Océ Improves Customer Experience With GoToAssist

Capture1Océ provides innovative print and document management products and services to enable its customers to manage their documents more efficiently and effectively. Headquartered in the Netherlands, the company operates globally in 80 countries, with dedicated branches in 30 of these, and employs more than 24,000 staff. The Nordic region services customers across Norway, Sweden, Denmark and Finland.

The challenge: minimising support response time across a large region
Océ has a team of several consultants, each with specific product knowledge and service expertise, who provide support and advice for customers across the Nordic region. However, because the consultants are based in various locations, it is often difficult or time-consuming for them to travel to client locations. In addition, consultants with particular product expertise are not always close enough to assist a customer in person.

Benny Duus, IT Competence Team leader at Océ Denmark, explained: “The range of support services that we provide our customers involves analysing and fixing problems with printing machines and software. This often required a desk-side visit, which can mean lengthy travel times when providing assistance across all four Nordic countries. In addition, we want to be the provider that gives the highest level of service.”

The pressure on Océ’s consultants, plus the frustration of customers who had no choice but to wait for a consultant to drive out, meant that despite delivering high-quality support, Océ was not providing service in the most efficient, cost-effective way.