From Click to Clunk
Shapiro adds that each member of the staff has personal experience in the graphic arts industry. "Customers want to talk to someone who understands their situations," such as Finucan, who required talking with someone qualified in not only systems operations, but who also understood the often delicate nature of color matching between print and screen.
He reports, "Our systems support engineers have been there and can quickly establish a rapport with customers." He says that the engineers represent a diverse cross-section of graphic art, including: one engineer was a computer artist at a graphic design facility and worked at a large commercial quick-print franchise; one was an artist who created computer illustrations and free-hand art for clients in addition to sculptures and Web design; another was in charge of spiral-cut art for a graphics company with retail clients, as well as working on a commercial printer's press team; and yet another engineer designed computer graphics and art for a new television station and was also a designer for a major consumer products company.
"Our support engineers are graphic artists who have evolved into the technical side of the business," notes Shapiro. He says the center's informal slogan is "from click to clunk." And that's why Finucan had faith in the findings.
"When something goes wrong, it's our job to figure out what the problem is," says Shapiro. "It may be a hardware problem or a software problem, or a combination of both."
The Digital Solutions Center maintains a lab stocked with all the equipment Danka markets. When necessary, support engineers recreate customers' problems in the lab using identical networks, printers and application programs. The Center is also a beta test site for Microsoft and Novell products. Support engineers routinely put new products from all of Danka's vendors through their paces prior to release. The trials prepare products for the market and also bolster the staff's insights into troubleshooting and in-depth operations control. For instance, if a color printer requires recalibration when using each new input device, an engineer at the support center will have already worked hands-on with the product prior to launch—and prior to any emergency questions.