EO Johnson Business Technologies Recognized for Service Excellence20 Apr, 2015
WAUSAU, WI – April 20, 2015 - ENX Magazine and BEI Services recognized EO Johnson Business Technologies with the prestigious “Office Technology Service Excellence Award – Platinum Level.” Dan Fink, BEI Services Performance Analyst, presented the award on April 16, 2015 to EO Johnson’s Randy Knapp, Vice President of Service for the outstanding level of performance of the dealership and technicians.
ENX Magazine, a national industry trade publication, used BEI Services unbiased standards to determine service performance in key areas that directly impact customer satisfaction, machine performance, and overall service department efficiency. Recipients of this award are evaluated based on statistical service data collected and compared to BEI Services standards and the performance of dealerships nationally. BEI Services provides imaging device and technician performance benchmarking to dealerships throughout the country.
The key elements of BEI’s award are based on what matters most to the customer and center on performance analytics. Four key metrics were analyzed:
1. Average call back rates – indicates technician’s performance on machines and the training commitment of the dealership. This measurement indicates how frequently a customer has to call for Service.
2. Average hold for parts rates – measures the amount of time a technician had the parts needed to complete the service call on the first visit, indicating the dealer’s ability to effectively manage its inventories.
3. Average technician grade – based on 11 key performance metrics.
4. Average mean copies between visits – calculates the average images produced between service calls which is an indicator of machine reliability.
About EO Johnson Business Technologies: EO Johnson Business Technologies is a leading business technologies provider, offering managed IT services, managed print services, document management systems, back file scanning, print and document equipment, production print equipment, digital signage, and pure drinking water systems. EO Johnson has offices in Wausau, Eau Claire, and La Crosse, WI; Rochester, and Minneapolis, MN; and Cedar Falls, IA. At http://www.eojohnson.com