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
Salesian Secondary College
Conor was brilliant. Solved the problem i had in no time and rang back to confirm the issue was resolved and suggestions as to what i could do if it happened again. Very easy to work with. Thanks Conor
Sean
Avista CLG – Dublin – TOFA
Prompt response greatly appreciated to bring the printer back online
Diarmuid
Europlan Engineering Services – Clonmel
very prompt and professional
Siobhan
Europlan Engineering Services – Clonmel
very pleasant and knowledgeable technician
Siobhan
Waterford C&CC – Lismore Heritage Centre
Thanking you for the fast service on our photocopier. Stephen was very professional and efficient, Regards, Lucy
Lucy
CMETB – Beech Hill College, Monaghan
Ronan, was very professional and explained everything
Jackie
CMETB – Beech Hill College, Monaghan
Ronan, was very professional, and fixed the photocopier very fast… have to complement the speed of the Cantec group…
Jackie
Corpus Christi National School
As always response time and service is excellent thank you.
