TallyGenicom Australia Case Study - Warranty Provisioning

The Client

TallyGenicom Australia is the exclusive importer of TallyGenicom product in Australia. TallyGenicom provide print technologies with a special emphasis on colour laser printers and impact printing technology. TallyGenicom printers provide world-leading, innovative, reliable, user-friendly print solutions for businesses of all sizes.

Supplying resellers, large corporations and government through to small and medium enterprises, TallyGenicom Australia is a leading Australian expert on print technology and can provide sound print advice to a whole spectrum of businesses. 

The Challenge

With large corporate and government clients through to small businesses, TallyGenicom’s clients are spread across Australia.
For many of TallyGenicom’s clients their TallyGenicom printer is mission critical. If their printer is not functioning to optimal performance it causes significant problems for their business.

In addition, TallyGenicom have a large customer base utilising a “Factory Sponsored Program” which, as part of its terms and conditions, allows the customer to return the printer at any time if they are unhappy with its performance.  As such, customer satisfaction not only in the product, but also the service and support delivered when problems occur is paramount.

TallyGenicom had previously utilised service companies who were unable to meet their high requirements for customer service, knowledge, turn around times and logistics. Without all of these elements, TallyGenicom risked alienating customers irrevocably.

The Solution

TallyGenicom selected Tech Precision to complete its service and support needs at a customer-level.  With consistently high levels of customer service, technical expertise, superior service levels and logistics management, TallyGenicom can rely on Tech Precision to support its customer’s needs. 

Utilising its nationwide coverage and skilled engineers, TallyGenicom was able to focus on other business initiatives.

Customers with issues with their TallyGenicom printers simply call a 1300-number to access Tech Precision from anywhere in Australia.  As part of TallyGenicom’s commitment to customer service, Tech Precision supplied an additional bonus of having all calls answered right here in Australia and never sending calls off-shore. Following an analysis by the telephone help desk, the issue is either resolved or a local engineer is dispatched to the customer within an agreed time frame.

The Result

By outsourcing service and support to Tech Precision, TallyGenicom is able to focus on new initiatives to help grow the business.  While saving on overheads and staff costs, TallyGenicom is able to utilise a national network of engineers to reach the customers whenever and wherever they need assistance.

This level of support guarantees that TallyGenicom customers who encounter issues with their equipment have telephone access to support and access to onsite engineers for more complicated issues.  This ensures that TallyGenicom maintains its existing customer base through a continuing level of customer service while minimising overhead expenses.