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
Writech Industrial Services Ltd
I emailed in late PM, the very next Morning Conor was on the ball, sorted it all out.
Aiden
Suir Engineering – Coolshamroge
Excellent service and engagemnent from the technician when visiting
Garry
Cummins Car Centre
Very quick response to fix our problem – excellent service
Annette
Catherine McAuley School
Seamus is excellent, very knowledgeable and efficient and got the job done
Marita
Urban Co-Op
Very helpful technician, Colin explained all workings of the printer to me and answered all of my many questions! Very friendly and informative. 10/10
Poppy
Ballyduff National School
Always a pleasure dealing with the staff from Cantec. Work is always carried out in a professional way and the lads are always very pleasant.
Mary
UCC – Kane Building
One last thing Id like to note is the promptness of the service! I logged the service and the engineer was in our office the next day, that is an incredible level of service.
Mark
Wicklow Co Co – Enniskerry Library
What a fantastic and efficient call out service. The service engineer went above and beyond and was very, very helpful. He also showed me how to use some of the features on the machine with which I was not familiar.
