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
National Ploughing Association
We are extremely happy with your service. We logged our complaint and it was fixed in a very timely manner. Thanks a million Mairead National Ploughing Association
Accounts
Waterford C&CC – Browns Road Library
Leons Johnson was very helpful, came out quickly and followed up within a couple of days. Very happy with the service!
Ann-Marie
St. Mark's Senior National School
Colin Excellent as always Like the cavalry when he arrives Up and running in no time thanks again Martin
Martin
Moylough Community Resource
Quick response to call in .part replaced in printer working well.
Patricia
Tipp ETB – Nenagh Community National School
Andy Bell was very friendly and clearly showed me why the paper is continually jamming, We hope this problem is now sorted.
Yvonne
Accuscience
excellent service, called in the morning and a service engineer was on site straight after lunch
Eddie
SN Mainistir O dTorna
I rang in the morning and Andy was here in the afternoon to fix the problem
Conor
Westmeath County Council – Mullingar Civic Offices
Looked after within 24 hours which was much appreciated.
