Website gains customer support functions: News from DEK

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DEK has added new customer resources to its website so that customers can now securely access detailed information about all their machines currently registered with DEK. Available data include the current configuration of each machine on site, contract status and service history "The changes aim to enhance customers' visibility of their own data. Authorised visitors access their customised support section via a secure login, and can now quickly view online all the data that DEK holds about each of their machines.

This makes it far easier for customers to verify and renew maintenance contracts, ensure equivalent software status for all machines, and view at-a-glance all the machine performance upgrades fitted to any individual machine", explains Jon Howell, Customer Support Manager at DEK.

Owners of Galaxy machines and later variants can also access a new feature called "Find a part".

This allows the customer to walk through a computer-generated 3D image of each installed machine.

Clicking on individual functional modules provides product and part number information, and links to a shopping basket facility for online ordering.

This allows machine performance upgrades (MPUs) and replacement parts, for example, to be selected quickly and easily by point and click as the visitor walks through the 3D images.

Before leaving the site, the customer can click into the online checkout to complete the order.

This will save time for customers seeking an appropriate replacement part for a given machine, by making it extremely easy to verify compatibility and locate the relevant part number.

Downloadable software packages can also now be purchased online at dek.com, and credit card payment facilities are shortly being added to further streamline the ordering process.

Howell expects these changes to make the site even more attractive to users of DEK equipment.

"By monitoring the way our customers use dek.com, we know that visitors come to the site 24-hours per day for information to help run their machines and manage their businesses.

These enhancements to the facilities available online will allow us to deliver even more valuable assistance to a steadily growing number of customers", he said.

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