Mission Statement and Goal

Quality of Service

Service Network

Computer System

Responce Times

Mission Statement and Goal

Our mission statement is to provide the best customer satisfaction by supplying top quality service to ensure customer retention and to expand our business.

To achieve our mission statement, we have to understand the customer's demands through communication with the customer. We have to have a high level of technical skill to maintain the hardware of the products in optimum working condition at all times. We have to provide a quick response to the customer's requirements in addition to reasonable service pricing.

Quality of Service

Our trainers are invited to attend all training courses on new products at our offices overseas, subsequently all our technicians are trained at our head office by those trainers.

Evaluation of our technicians is done on a regular basis and refresher courses are provided.

Our technicians are also given training in the latest technology and are required to attend PC and network training courses to enable them to support all customers' requirements.

Our level of service is regularly compared to the standard set by Gestetner internationally.

Support is provided from our head office and, should the need arise, a product specialist can be flown in from any one of our subsidiaries in the world. We are linked to international bulletin boards permanently and latest modifications and improvements can be sourced immediately.

• Technical Division
• Product Support
• National Help Desk
• National Workshops
• Technical Analysis
• Direct Technical Force
• Dealer Technical Force

Service Network

We have branches in four major cities in South Africa. These are in Johannesburg, Durban, Cape Town and Vanderbijlpark. Our dealer network is based in all the major centres and covers all areas in South Africa as well its neighbouring countries.

Gestetner is located in 132 countries around the world.

International contracts have been signed in Johannesburg and service is provided for these customers on a world-wide basis.

We are therefore able to assist our customers no matter where they relocate as technicians are dedicated to all our clients on a full-time or a standby basis to ensure efficient maintenance support.

Computer System

Our computer system is the latest IBM AS400 whereby all our branches are permanently linked. The software which is used is a highly integrated package so every detail from inventory to contract handling is readily available.

The service network is controlled via this software and all situations are monitored countrywide. A variety of reports are extracted on an ongoing basis in order to assist us in improving the level of service that we provide our customers.

Response Times

We are currently well within the industry standards with regard to response times and repeat calls. Ongoing evaluations and monitoring are carried out to improve our performance on these levels. The April 1997 PMR Magazine edition positioned Gestetner as the lowest profile, highest service, office automation company in the country.