What can a field engineering service partnership do for your digital cinema OEM business?
Work with us, and we’ll help you deliver high-quality after-sales service, including installations, planned preventative maintenance and emergency remote and onsite response for digital cinema equipment breakdowns to ensure the best cinematic experience and enhance your customers’ satisfaction.
Your partnership options include:
- Supplementing your in-house team for project-related work
- Providing a complete outsourced field engineering solution
- Filling the gap while you grow your team
Overview
How a field engineering service partnership enhances your customers' satisfaction
Our core values of partnership, trust and accountability drive every decision and interaction we make with our partners and their customers.
You can expect our team to:
Respond to problems with digital cinema products quickly
There’s no need for you to expand your facility footprint and increase staff. A repair partnership with us reduces your overheads and costs.
When your cinema operator customer requires a repair, our fast-acting remote helpdesk and onsite field engineers minimise downtime and quickly get digital cinema equipment back in good working order.
Increase digital cinema product performance and uptime
Cinema operators rely on your equipment to attract more cinema-goers and deliver memorable movie experiences.
We’ll work with your customers to plan maintenance downtime around showtimes, so they can ensure digital cinema equipment delivers razor-sharp imagery, the finest picture quality and energy efficiency.
Moreover, you can expect us to maximise your customers’ digital cinema equipment functionality and performance by delivering planned preventative maintenance as prescribed by you at your customers’ sites.
Increase the lifespan of digital cinema products
Planned preventative maintenance helps cinema operators meet their demand for reliable projection, audio and automation systems and keep equipment operating smoothly and efficiently for longer.
Ensure availability and readiness of equipment
When corrective maintenance is required, Veritek can either provide onsite repair or, if needed, organise swap units, while we repair your digital cinema equipment at our fully equipped repair centre.
See maintenance and repair trends
We’ll help you keep track of your customers’ expectations and experience by giving you the maintenance and repair data you need to identify trends and make informed pre-emptive decisions.
Your service level agreement will include:
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Customer service desk support
Collaborate with your field service partner with ease. Veritek’s customer service desk support provides:
24/7 multi-lingual technical support helpline: Prioritises urgent issues to make sure we respond to them on time.
Customer services: We keep all relevant stakeholders updated during the job cycle, thus reducing calls to the OEM.
Job logging: Provides you with greater accountability.
Job management: We route jobs to engineers best suited to handle them.
Reporting: We track metrics that are important to your goals and identify customer trends. -
First-line remote engineering assistance
We minimise digital cinema equipment and customer downtime and speed up the time to resolve issues: Your customers can expect:
- Immediate response to customer issues from OEM-trained specialists
- Expert digital cinema engineers with strong communication skills
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Second-line onsite field engineering services
You can expect Veritek’s digital cinema field engineers to assist you with:
- Equipment installations
- Onsite break/fix
- Planned preventative maintenance
- Equipment moves
- FCO/modification deployment
- Equipment upgrades
- De-commissions
- Onsite training for end-users
- Electrical safety testing
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Third-line expert OEM support
In the event that our digital cinema remote support and onsite field engineers cannot resolve a complex issue, we’ll escalate the support call to the OEM’s experts, who can refer to the product design or specifications to resolve the issue.
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Repair centre support
Depend on our OEM-trained digital cinema product specialists to identify issues quickly and get repair jobs done.
- Bench repairs
- Back to base repairs
- Swap services
- Pre-staging
- Commissioning
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Parts & logistics
Easily store, track and organise parts and resources. At the same time, maximise efficiency.
- Warehousing
- Parts management
- Calibration services
- Logistics
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Examples of digital cinema products Veritek maintains and supports
- Series 1 and 2 DLP Digital Cinema Projectors
- SXRD Digital Cinema Projectors
- DCI spec servers, including Integrated Media Blocks
- Rack mounted TMS servers
- Rack mounted enterprise hardware and network switches
- Uninterruptable Power Supplies
- Projector and TMS installation
Strategic reasons why digital cinema technology OEMs partner with Veritek
We keep pace with digital cinema equipment technology trends
You can expect us to sustain your digital cinema equipment’s quality, availability and lifespan, so that your customers can always deliver an exceptional cinema experience with razor sharp projection, immersive sound and smooth operation for exhibition.
Wide geographical reach
Be able to fulfil projects domestically and overseas. Our strong presence in Europe and close network of contacts worldwide means you can scale teams when needed.
Reliable partner for mission-critical digital cinema technology
If sales growth or competing challenges put pressure on delivering after-sales support, know that Veritek can supplement your team to provide start-up support, routine maintenance and emergency response.
OEM-certified field engineers
Our digital cinema technology field engineers work with meticulous attention to detail and relish continual learning. Each field engineer is OEM-certified and has expertise in:
- Multiple projector brands
- Electronic / IT solutions
- Mechanical / Robotic solutions
- A combination of these technologies
Flexible and adaptable service level agreements
You can call upon Veritek engineers at short notice for unplanned or time-limited projects, making a service partnership the cost-effective choice.
Free up in-house engineers’ time
Need to divert resources to a high-priority project? No problem. We can boost your in-house service capacity when you need us to.
Fast access to niche digital cinema equipment maintenance expertise
Your Service Level Agreement will include SLAs for response times.
Service exclusive
We don’t sell products. We don’t sell equipment. We don’t compete with your sales channels. Consider us an extension of your team.
Customer helpdesk performance (12 months to May 2024
Customer calls handled: 62991
Jobs raised 43774
Field support visits: 33768
Customer satisfaction rate 96.39%
Our company
Veritek has 35+ years of experience in delivering engineering partnership support.
Over the last 15 years, we have significantly grown our digital cinema equipment engineering support for digital cinema OEMs resulting in significant long-term partnerships.
Our customer base ranges from SMEs to well-established corporate digital cinema OEMs and well-known cinema chains.
Compliance and security
ISO9001, Cyber Essentials and Eco Vadis Silver Medal for Sustainability
Examples of clients we work with
" 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.”
"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.”
"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."
Read our case studies
Barco
How Veritel supports Barco with repair services and back-to-base repair facilities.
Read the case study
D-Box
How Veritek provides fast, specialist repairs on-call in the UK, with minimal contract and financial commitments, for D-box, an international leader and pioneer in cinematic motion technology.
Read the case study
Our setup process
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Step one:
Understand what you’re trying to achieveFirst off, we’ll determine where you are now:
- Situation analysis
- Your challenges & needs
- Initial sharing of data
- Veritek prepares and presents a support solution
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Step two:
Determine steps to achieve your goalsAfter that, we’ll work with you to understand:
- Skills requirements
- How your requirements match with Veritek engineer competence levels
- Project scoping
- Veritek prepares and submits an indicative commercial offer
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Step three:
We’ll submit our proposalOnce you have agreed to our offer in principle, we’ll:
- Conduct due diligence
- Define your service level agreement
- Submit our final commercial offer
- Prepare the contractual documentation
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Step four:
We’ll put your service level agreement into actionFinally, to get your service level agreement up and running, we’ll
- Establish project team
- Agree on milestones
- Train our engineers
- Synchronise data and systems
- Define procedures
- Agree on reporting requirements
- GO LIVE!
Pricing
Many factors go into pricing digital cinema service level agreements, including medical equipment complexity, required scope, locations and the like.
Read our resources
Field engineering service partnerships explained
Is sales growth outstripping your ability to provide after-sales service?
In-house or outsourced after-sales field engineering service support. Which should you choose?
A crucial aspect of field engineering is availability. How Veritek expands your engineering reach
Understanding After-Sales Service Partnerships: Interview with Veritek Sales Director Adrian Clark
Vue Entertainment signs a maintenance and service agreement with Veritek Global Ltd.
We would love to hear about your digital cinema technology business and after-sales service goals.
Researching options?
This handy datasheet summarises our field engineering support for digital cinema OEMs.