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
Tipp ETB – Adult Literacy Centre, Clonmel
Service was very prompt, same day as the issue was reported, Andy fixed the issue and explained how the issue may have occurred to prevent it happening again.
Catherine
LMETB – Ashbourne Community NS
Neil was prompt, profession and helpful as always. Thank you
Lisa
Lynch Fitzgerald Accountants
fast response to problem and efficient
Patricia
Frontline EMS Ltd
Andy was absolutely fabulous. He attended very quickly and was very knowledgeable even taking time to explain to us what the issue was.
Roisin
Moonshine Design and Print
Had a few problems with initial installation but Neil was very helpful and pushed to get the part for the machine and came the following morning with it. Had some teething problems while printing on Saturday and Neil replied to my texts to help me solve the issues.
Marc Anthony
MSL Motors – Park Motors, Navan Road
Colin is a gentleman. Very professional, timely and efficient. Thank you to him for getting our issued sorted.
Finn
Camolin National School
HI there He was very friendly and gave great advice so that we wont get stuck again. Thank you for the prompt service. We are very Happy
Lucy
UCC – Brookfield Health Sciences
It is always a pleasure to deal with Kevin and indeed all on the Cantec team. You service is, indeed in one word sterling.
