James Layton (left), with DAS general manager, Chris Price.

DAS Revamps Technical Support

♦ DAS Revamps Technical Support – Big Australian security distributor, Dicker Data DAS, has revamped its technical support with a customer first approach.

After a full review of operations, changes have been implemented to enhance the customers’ overall experience with DAS, including the number of people available in the busiest periods, their points of contact, and the ticketing system.

“One of our priorities was to ensure that customers could connect with us in a way that works for them. said James Layton, DAS head of product.

“In addition to calling, and emailing, customers can now log and track current and past tickets via our online ticketing system.”

According to Scott Leonard, head of DAS technical and training, the team’s new stance is intensely customer focused from pre-sales to product support.

“We have set up a dedicated pre-sales technical team and over the coming months will be adding more dedicated escalated support technicians to the team and increasing our inbound team numbers to double our current capacity,” Leonard said. “Customers can look forward to reduced wait times and improved service as a result.

“We analysed our call volumes and have rationalised our operating hours from 8am-5pm AEST. Instead of extending our hours past this point, we will be making better use of our resources by having more operators on at the busiest times of the day to reduce wait times and better assist customers when they need it.”

This increased focus on customer experience is backed by their national training team and a large set of newly developed hybrid courses which are now available, along with more updated facilitated face to face course than ever before.

“We are striving to improve upon our already industry-leading position through better quality support and services. We are confident that this new approach will see an improved customer experience,” Layton said.

Need DAS Technical Support or have questions about these updates? Contact the DAS Team at 1800 327 457 (1800 DAS HLP), email DAS.TechSupport@dickerdata.com.au online at www.dassupport.dickerdata.com.au or www.dastraining.dickerdata.com.au.

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