C3 OFFICE SOLUTIONS - 2012 - Laserfiche WebLink

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0 OfficeSolutlons D. C3 Service Capabilities 1. C3 has experience with Government Accounts, a. The City of Santa Ana had a "Pilot Program" for Managed Print Services with our Company from June 1St 2011 to June 30th 2012. The pilot was successful. b. In addition, C3 just won a 3 year bid with the County of Orange Representing Canon and Sharp products. We just completed our first installation of 12 MFP'S . at the County Clerk Recorder's office. The Clerk Recorder intends to migrate the print volume from their 100 HP printers to the new MFP's. c, The City of Newport Beach has standardized on C3. The City is moving to their new City Hall in December and will be installing all new MFP's, We worked with their IT staff to meet different department requirements and made sure the scan- ners worked with their Document Management System, The Police Department and City Hall will have different manufactured MFP's (Canons and Sharps) based on unique requirements. d. Cal State Fullerton is a current customer and has recently purchase scanners, Sharp Interactive Touch - screens and monitors. e. Olive Crest is a non -profit organization in Santa Ana and is a current customer. C3 placed 30 new Sharp MFP's at a cost savings by migrating the HP print vol- . ume to more cost effective devices. 2, C'l is Y, actory authorized'elealer for the %Xkyvoe of copiers and printers from shaw uSA, Canon USA, and HP. 3. All C3 technicians are factory trained and certified. 4. ' All service calls are directed to our service coordinator who is always available by phone in person. At no time will our customers be subjected to choosing voice recorded options or interacting with an automated phone system or be transferred overseas for, customer service. All calls are handled with a live person from our Irvine office. Initial service call will be logged. with details of the technical issue and 5 -digit equipment identification number (to identify equipment location and model information). At this point, a service ticket is created by our service coordinator and dispatched to one of our technicians. The assigned technician immediately receives the service work order on their smart phone and is required to call customer contact within 1 hour of the initial call to provide an ETA of onsite arrival. Technician will log the time that they spoke to the customer on their smart phone and the system will capture the time of this event. Technician then will arrive on site within 4 business hours of the initial service call and again will log this event with the time into our system. If the 4 hour response falls after hours, technician will arrive first thing the next morning based on customer's hours of operation. If the service call is for an urgent matter, service coordinator may ask upper management for an exception to prioritize the call, All service calls are attended to within 4 hours. Upon completion of the work, technician will close out the call on their smart phone and this to log notes in the system. If technician requires a part and does not have said part in their vehicle to ' address the issue, technician could ask another C3 staff member to deliver the part from our local warehouse or technician could drive to the warehouse to obtain part and return to complete the job. Technician may also reschedule for a follow up appointment. Tech - Proprietary and Confidential Page 19