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
Corpus Christi National School
Connors help has been excellent solved an IT for me much appreciated. Kind Regards Tony
Tony
Clarecare – Shannon
Fast and efficient repair to difficulties with printer
Niamh
LMETB – Coláiste Na Mi, Navan
Very efficient and helpful and resolved issue in a professional manner.
Michael
Tipp ETB – Scoil Ruain, Killenaule
Efficient and professional service as always
Rebecca
Metis Technical Ltd – Swords
Ollie was very helpful, listened and acted quickly. Thank you
Charlotte
LMETB – Dunshaughlin Community College
Thank you so much for the prompt reply and the quick solution to our problem last Friday. Excellent service and a lot quicker than our previous suppliers.
Vivian
UCC – Student Records & Examinations Office
Thank you so much for your prompt attention to this request and having Kevin your Technician on site so quickly.
Siobhan
Tiger Time Ltd (Brayton Park, Kilcock)
Alan was very helpful and passed over very easy to follow instructions. They were clear and step by step and he stayed on the line until we were sure the issue was fixed. He was also very friendly.
