PRINTITRESELLER.UK 33 support the project efficiently. He acknowledges that partners often have cheaper options available but says that alternatives typically lack the technical capability or the commitment to quality that FUTERA provides. “It comes down to culture,” he said, adding: “Our people genuinely care about doing a great job. It’s not just another ticket. It’s our business, so we’re invested in the outcome.” Flexible commercial model FUTERA offers a flexible commercial model that allows partners to add or remove devices on a monthly basis without long-term contracts. Partners simply pay per device per month, and they can choose arrangements where risk and reward are shared. The model can be structured as labour only, and devices can be added or removed at any time with no upfront multi-year warranty commitments or hidden charges. In conclusion Manning said: “We’re here to help you grow on your terms. You can pick and choose the services you need, whether that’s a multi-year contract, a walk-in takeover, or flexible monthly support you can scale up or down. “We’re secure, non-competitive and built entirely around enabling channel success. With our heritage, national reach and commitment to service excellence, we’re a partner you can trust to deliver.” clearances, including security clearance to work at Ministry of Defence sites and with major police forces. “Dealers trust us because we protect their customer relationships as if they were our own,” Manning explained. Smart hands support Other service offerings include smart hands support. Manning explained that smart hands projects effectively make FUTERA the partner’s eyes and ears on a customer’s site. In many cases, this involves supporting large scale rollouts of new equipment. Devices arrive from the manufacturer into FUTERA’s warehouse, where the team completes the PDI, builds and prepares the units, and then delivers them to the customer’s site. In many instances, FUTERA carries out the deployment operating under the dealer’s name. The end-user is usually informed that FUTERA engineers will be attending, but the experience is seamless from both the dealer’s and customer’s perspective. During installation, the dealer’s technical team is typically logged in remotely from their own office, while FUTERA engineers manage everything on site, ensuring devices are positioned correctly, powered up, configured, and functioning as expected. This approach removes the need for dealers to send their own staff across the country, reducing cost and complexity. As a case in point, Manning notes that FUTERA is currently delivering a 75-site rollout in Wales, requiring several weeks of dedicated resource and even temporary local warehousing to Partners stay in control at all times.” Speaking about how FUTERA manages the entire service process, he explained: “End-users receive updates that reflect exactly what our partners want communicated. All of our engineers follow a call procedure, and we tailor these procedures for each customer based on the partner’s requirements. These instructions are built directly into every ticket. So, if a partner has a specific process they want us to follow, we incorporate it, whether it applies to all of their customers or to a single account. “These procedures function as checklists, and an engineer can’t close a call until every item has been completed. Once the engineer closes the call on their device, it immediately feeds into our service desk. From there, the update is sent straight to the customer. A closure notification is generated, and depending on the partner’s preference, that can go to the end-user, the partner, or both.” Going the extra mile Importantly, FUTERA also requests prior authorisation for part spend, which is an important control for many partners. And when it comes to legacy equipment, it goes to great lengths to source what’s needed. “Some components haven’t been manufactured for years, so if it means finding parts on secondary markets, or dismantling equipment from places like eBay to obtain what’s required, we’ll do it,” he added. Security is another key differentiator. FUTERA engineers hold high level COVER STORY www.futera.co.uk
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