Comprehensive Support, Anytime You Need It
Our Support Desk is equipped to handle a wide range of issues, from hardware-based concerns like jams, error codes, and drum replacements to software support such as driver setup, scan-to-email configurations, and uniFLOW support. With their extensive training, our staff resolve over 35% of all queries directly, ensuring that your needs are met quickly and efficiently.
For issues that require on-site assistance, our team coordinates with our service engineers to schedule callouts, minimizing downtime for your business.
Feedback-Driven Service
We are committed to continuous improvement, and your feedback is a crucial part of that process. After each resolved call, an email is automatically sent to you, inviting you to rate our service. This feedback helps us determine our Net Promoter Score (NPS)—the global standard for measuring customer satisfaction.
Rather than claiming to offer the "best" service, we ensure transparency through an independent third-party company, CEO Juice. CEO Juice uses advanced AI to manage follow-up messages, collect feedback, and track our NPS, following a strictly audited process that guarantees data integrity. Even if a customer gives us a low score by mistake, we cannot alter the results.
In addition to publishing our Net Promoter score we also publish comments from our customers relating to the service we supply. Don’t just take our word for it, hear from our customers too.
Our Performance Metrics
We strive to exceed industry standards and our performance speaks for itself. The below targets have been designed to ensure our targets reflect our commitment to our customers.
- Customer Satisfaction target: Net Promoter Score of 86 or greater – 2024 result of 89.26
- Equipment Uptime target: 98% or greater – 2024 result of 98.86%
- First-Time Fix target: 88% or greater - 2024 result of 87%
- Service Response Time target: Average of 5 hours or less – 2024 average: 4 hours
We continuously work to improve these metrics, ensuring that our customers receive the best service possible. With Cantec Group you can trust that we are dedicated to your success.
Testimonials
UCC – Dept of Folklore & Ethnology
Excellent service from everyone in Cantec.
Bláthnaid
Midwest Student Services Ltd
issue happened Saturday and was out first thing Monday morning. Very happy.
Joanne
UCC – School of Biological, Earth and Environmental Sciences
Printer is working properly again. Callout was very quickly dealt with.
Elaine
St. Joseph's Secondary School
Always efficient and happy to help
Pamela
Argent Equipment (Ireland) Ltd
well done the lads that installed were very helpful and professional
Jim
UCC – Brookfield Health Sciences
The photocopier is working perfectly now. Thank you also for the very prompt response as it was fixed within the day.
Therese
UCC – Students Union
The team as a whole were top class!
Cian
Sure Foundation – Diocese of Cashel Ferns Ossory
Very quick response to call out. Equipment was repaired and working well. Thank you very much.
