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Setting superior standards of service

Established in 2000, photocopier handling specialists Tecserv, has gone from strength to strength. Dean Chisholm, Deputy Managing Director spoke to PrintIT Reseller about the firm’s services and expansion plans

Back in 2000, Managing Director Glenn Bailey felt the industry needed a high quality, specialist photocopier handling service. At the time, manufacturers and resellers could only tap into non-specialist transport options and in his experience, there were too many instances where devices were left disassembled at clients’ premises, not on the correct floor and on some occasions, just left outside.

From its Essex HQ, the company initially provided a delivery and installation service for Panasonic, then expanded to serve a number of large south-east-based resellers.

Today the company provides a whole suite of services including storage, preparation, device installation, collection and relocations; HDD erasure, disposal service; site surveys and risk assessments; alongside project and onsite management for larger complex installations.

The firm is expanding for growth and has also restructured its pricing structure. “Our fixed rate pricing initially covered a 60-mile radius out of our office in Harlow, and outside of that we used to charge mileage,” Chisholm explained. “However we have recently undergone a decentralisation process and we’re now working on covering a greater area under our fixed pricing system, passing on the associated cost savings to our clients by reducing mileage charges,” he added.

Tecserv now has bases in both Swindon and Nuneaton and whilst the bulk of its PDI work has been traditionally conducted at head office, the plan is to do more of this in the regional sites. “We’re working closely with our manufacturer clients, ensuring that stock is sent to the site that is closest to the end customer, that way we can do all the pre-delivery prep and organise the delivery and installation at a more local level while also reducing our carbon footprint.”

Expanding geographical reach

Delivering IT
Delivering IT

Future plans include expanding its regional footprint. “We’re looking to expand into the north-west – Manchester/Leeds and to continue growing into Scotland and potentially Ireland,” Chisholm said. As the regional network expands, each site will accommodate significant warehousing capacity, a strategy that has supported the plan to relocate head office to new premises in Harlow at the end of this year and to reduce the warehouse capacity there as it is no longer required.

“The move will deliver cost savings in terms of rental etc. and that’s money we will reinvest to grow the business further,” Chisholm said. “Furthermore, we are looking to future-proof the business, we will use Office365 and plan to move to a hosted telephone system, so if we ever move again we don’t have to worry about changing phone systems.”

Value-added service

Chisholm said Tecserv is a one-stop shop for any sales company dealing with copiers, printers and MFPs. And working with them is easy. There is an online management system and client portal – System Dynamo where clients can log on, book work, track where machines are and the build status and installation dates. Importantly this site was three years in development and is customised to tecserv, Chisholm said it’s been so successful that some customers are looking to utilise it within their own businesses.

In terms of the value-add to the dealer channel, he argues that a transparent and cost-effective pricing structure is key. “We charge a flat rate depending on the weight of the device. We are always happy to provide a quote before the work takes place and we don’t charge any travelling time providing the work falls in our current coverage area.”

Each vehicle is staffed by a two-man technician team and the fleet is custom built to tecserv’s requirements. The vehicles are tracked and have dash cams fitted and will shortly also have a live link to Google maps so customers can log on for real-time status updates.

TecServ Fleet vehicles
TecServ Fleet vehicles

In summary, Chisholm said that the overriding message to the channel is that tecserv can help dealers reduce their overheads and by using a specialist in their field, provide end-user customers with a wholly professional service. “By utilising our services, clients can free up their service engineers to keep existing customers’ fleets up and running.”

He continued: “We can receive, store, PDI, deliver and install devices from each of our locations. Resellers don’t need to tie up cash in warehousing and workshop capacity or carry stock. We offer 30 days free storage from the date we receive the equipment, provided we’re going to install it, and that’s the same if we collect used equipment on behalf of a client.”

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