Services - Customer Service Desk Support

Customer Service Desk Support

Scale up your customer service support desk and deliver a first-class equipment support experience

Get the customer service desk resources you need to quickly and efficiently handle customer equipment support calls.

Respond quickly to customers' equipment support questions

Veritek's knowledgeable and well-trained operators can handle a wide range of issues. Moreover, they use proven tools and intelligent automation to meet your customer's equipment support needs.

Provide a positive customer experience with efficient processes

Clear and effective communication resolves customer equipment support questions and builds customer trust.

In addition, you can expect our customer service support desk to provide:

Multi-lingual customer service desk support helpline: Prioritises urgent issues to ensure we respond to them promptly.

Job logging: Provides you with greater accountability. After that, regular checking on the progression of jobs ensures we achieve service level agreements.

Job management:  Ensures accurate scheduling of onsite field visits, including reactive breakdowns, planned preventative maintenance, decommissions and installations.

Also, we route to engineers best suited to handle them.

Stakeholder management: We keep all relevant stakeholders updated during the job cycle, thus reducing calls to the OEM.

Your processes followed

Ask us, and we can update your in-house platforms, so you have complete visibility into everything we do.

Measure and report on your SLA

Your Veritek Account Manager will ensure we meet the deliverables listed in your Service Level Agreement and will regularly report on agreed metrics.

Drive customer loyalty

With improved coverage and response times from a team that pays attention to detail.

Why Choose Veritek?

  • We keep pace with manufacturing trends: We have the competence to service complex technology that combines mechanics with software
  • Robotics maintenance and service skills: Our team includes OEM-trained certified professionals
  • OEM’s choice for mission-critical equipment: Start-up support, routine maintenance and emergency response maximise the performance and lifespan of mission-critical equipment
  • Wide geographical reach: We have engineers strategically located across Europe 
  • Scale quickly and easily: Scale your field service capabilities as you need. We grow with your business, so you’ll always have the right capacity
  • Service exclusive: We don’t sell products. We don’t sell equipment. Consider us an extension of your team

We Offer

  • Multilingual customer service desk support
  • Speed: Fast answers to customer’s equipment support questions
  • Knowledgable operators
  • Efficient call-handling processes
  • Job logging
  • Job management
  • Your processes followed
  • Measure and report on your SLA
  • Drives customer loyalty

How we’ve helped our customers

The required modifications were completed successfully to all 187 printers within the designated six months timescale and within budget, while meeting HP’s extremely high standards. 

Read Case Study

Roche Diagnostics serves customers spanning the entire healthcare spectrum – from research institutions, hospitals and commercial laboratories to physicians and patients.

Read Case Study
  • With Veritek we have one point of contact for large teams of highly skilled engineers across Europe – they are very easy to do business with and have grown to be an important service support to our graphics markets. Repeatedly, Veritek has demonstrated its flexibility and adaptability in terms of servicing a wide array of graphics presses, managing peaks in demand efficiently while also offering value for money.

    Alberto Pedreno
    EMEA GSS Operational Development Manager, HP Graphics
  • The case for partnering with Veritek was compelling given their UK wide number of engineers and support infrastructure, all aimed at delivering faster responses and enhanced customer satisfaction whilst offering value for money. The project management has been exceptional, particularly in the area of significant volumes of ophthalmic equipment installation.

    Andrew Yorke
    Head of UK Business, Topcon
  • Our key aim was to provide a uniform, effective and efficient service to all our digital cinema customers across Europe - we chose Veritek for its expertise and geographical coverage. Through Veritek we provide a pan-European, multilingual NOC (helpdesk) with pro-active monitoring, remote resolution and helpdesk support across all Sony Digital Cinema 4k installations in Europe, on-site support for Sony screens, preventative maintenance anda reliable break/fix service.

    David Mcintosh
    Vice President, Sony Digital Cinema 4K Solutions for Europe and the America
  • Veritek was selected for the quality of its NOC and on-site support services, along with its track record of non-competing services which achieves near 100% SLA adherence. We have trained Veritek engineers to the same high standards as GDC’s engineering teams to ensure our industry-leading hardware and software solutions - coupled with our own direct service delivery fulfilled by Veritek’s service and support - offer exhibitors a complete solution, simplifying operations and enhancing the customer experience.

    Dr. Chong - Founder,
    Chairman and CEO, GDC Technology Ltd
  • By providing a first class repair facility for warranty and non-warranty projectors; Veritek adds even more value to our customers over the long life of their Barco product

    Colin Dunne
    Customer Care Manager Barco UK & Ireland
  • Fujifilm have worked with Veritek for many years as its preferred ‘outsource’ provider for the installation and maintenance of the company’s range of Photo equipment. We trust our Veritek engineers to carry out warranty work on our behalf to exacting standards. Veritek will always be at the forefront of service as they keep a keen eye on all technical support developments. We're delighted to have them as a working partner.

    David Honey
    Director, Fujifilm
  • In September 2014 we embarked on the biggest upgrade of Photographic equipment for over 15 years - a complex multi layered project, it involved the removal and installation of approx. 3000 kiosks in around 900 stores. At all times Veritek demonstrated an amazing level of flexibility and their whole team demonstrated an exceptional level of technical knowledge, and operated with a totally professional approach. The result achieved was beyond our expectation.

    Keir Jones
    Category Manager, Boots

Want to discuss your needs?

During the call, we’ll discuss the support you need and whether our third-party service partnerships would be a good fit for your OEM service division.