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
UCC – Brookfield Health Sciences
Kevin is ever reliable, so pleasant. He always resolves our issues. Indeed, it is always a pleasure to deal with everyone on the team whenever I have to contact you about technical issues regarding our staff photocopier / printer and the student devices on both floors of Brookfield Library. Your service is second to none.
Ann
Michael D Murray & Co Solicitors
In short, we were upgraded on our systems, outlook included – moving to the cloud. After this move, my scanner (cantec machine) wouldnt play ball with my computer. While I knew this was our IT who should have sorted this, theyre not very obliging, so I chanced ringing Cantec Limerick and dealt with Conor. Not only could he fix the issue, but an absolute breathe of fresh air to deal with, and this isnt my first time crossing paths with him. He know I wasnt techie, and explained things exactly as. That guy deserves a raise for putting up with thickos like me.
Tara
Waterford C&CC – Civic Offices, Dungarvan
Super efficient service, Engineer arrived within 40 minutes or so of logging the call. And, had the issue identified within a few minutes and part replaced. No issues since. Many thanks.
Fiona
SBAS Architectural Services
I have been Dealing with Dave Purcell for around 20 years. He is the main reason I stick with Cantec. The personal approach, not too pushy, lets the product sell itself. He knows my bussiness and exactly what I need.
Stephen
Bus Eireann – Services Manager's Office Limerick
Morning, I contacted Cantec on Tuesday morning, although I envisage there was already a planned itinerary for the day, I was accommodated due to the fact we required the unit to be made a priority. Within a few hours Alan was onsite, unit fixed and engineer departed without fuss or mess.
Tommy
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
