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Computacenter's Swap service provides a same-day
replacement of a faulty portable system. A replacement system or
component is send by courier to the user and, at the same time,
the faulty equipment is taken away for repair. As the replacement
system is fully pre-configured to the customer's specific software
standards, this service provides a highly effective first-time
fix. With its broad experience in swap services, Computacenter
can also provide this service for Belgian users travelling around
the world.
Common stress factors
When a laptop is faulty, users always expect a best-in-class repair time. A
recent survey conducted by Dataquest shows that the average actual response
time exceeds 12 hours (when only 4 are expected) and leads to repair time of
17 hours. This means two days of low productivity and high business impact,
especially for sales people and consultants. Indirect consequences, such as
low satisfaction level towards the help desk and the IT department should not
be forgotten.
The objective: a new laptop within 4 hours
Four hours. or even less. From a central location (near Brussels Airport) Computacenter
offers users the opportunity to pick up their replacement machine at the swap
desk where the spare stock is managed and centralised. The user can choose
to either use the collection facility or request an on-site express delivery.
World-wide, delivery time is subject to courier limitation but a next-day delivery
service is available for most major cities in Europe.
A simple process
When a problem occurs, the user first calls his helpdesk. If the machine needs
to be swapped, the helpdesk logs a call at Computacenter with the kind of delivery
requested by the user. As the replacement machines have been previously tested
and packed in heavy-duty cases developed for Computacenter, they are ready
to be delivered at the time of the call.
A reliable service
Swap service has already proven its reliability in other countries where Computacenter
is present. Its success is due to several key factors:
- High availability of spare machines owned by the customer and
managed by Computacenter.
- Spare machines fully preloaded, with the customer's software
and configuration details.
- One stop service. Return of defective machine at the time of
delivery of the replacement.
- Independent repair process carried out by Computacenter.
- Service available all around the world
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