Devos Office Solutions Achieves Higher Customer Satisfaction with ERS

Devos Office Solutions Achieves Higher Customer Satisfaction with ERS

Founded in 2003, Devos Office Solutions from Bruges, consists of a young, dynamic team of five that goes above and beyond for its clients. From sales and support to delivery, installation and configuration of hardware and software, Devos has experts both in-house and in the field. Excellent service and reliable aftercare are the most important aspects for Devos. Recently, Epson Remote Services has taken this to the next level.

“We build long-term relationships with our customers, and our services are designed with that in mind,” says Frederic Verschuere, Customer Care Manager at Devos. “For example, if you look at the maintenance contract we offer, the last page simply states: “There are no fine print terms. Our customers are not stuck in rigid structures. If something is not right, we resolve it. This is what customers should expect from a true partner.”

For the past five years, Devos Office Solutions has included Epson in its portfolio, alongside other brands, to offer clients a diversified selection and comprehensive market advice.

“Epson stood out to us, among other things, for its inkjet story and clear sustainability message,” explains Verschuere. “Alongside the classic laser printer, that’s often the standard in office environments, Epson has introduced something entirely new, that not only saves cost but is also better for the environment. This supports what we observe with clients; green business practices are becoming increasingly important. And with Epson, it's not just pretty words. I can genuinely explain the environmental and financial benefits of business inkjet to my clients, thanks to Epson’s excellent support and documentation.”

“We’ve received a lot of positive feedback from customers, not only about the ecological aspect. The speed of the first print-out and the electricity savings that customers can achieve are also notable. It’s more than simply selling a printer and scanner; it’s about the whole experience and an awareness of what’s happening in the world. You see much less of this with competitors: classic laser technology can never achieve what Epson is doing with inkjet. Both in terms of reduced waste and power consumption.”

Epson Remote Services (ERS) is Epson's remote diagnostics and management system for office products, including printers and multifunction devices. This free, cloud-based solution has been employed by Devos Office Solutions for some time to further enhance customer satisfaction.

“I think it’s phenomenal,” says Verschuere. “The first major advantage of ERS is that the machines in the field are always up-to-date. We can retrieve live information and see all the details immediately, from ink levels to settings. The second advantage is that we can read error codes remotely. Just last week, a client called saying a machine was blocking every A3 print-out. I logged into the device and saw that the tray was set to a B size instead of A3. I adjusted it remotely, and the issue was resolved in a few minutes without needing to send a technician. We can also update the firmware remotely, restart the device, and clean the printheads.”

“With the new devices, such as the AM-C series, we can also consult the web interface. This is very handy for us. For example, when a client wants something changed. The client often doesn’t know exactly how ERS works but is just very pleased that issues are resolved within a few minutes.”

“What is particularly interesting for us is that with ERS, we can access meter readings on the spot. This means that at the end of each quarter, we can invoice the customer directly without waiting for Epson to invoice us. We can respond more quickly to the customer in every aspect, achieve lower costs because we need to be on-site less frequently, and also reduce our environmental impact!”

Devos Office Automation looks forward to future developments of ERS. Verschuere say: “We hope Epson will continue to devote a lot of time and attention to ERS. We can already resolve about 50% of total service requests remotely, but for the new machines, that’s increased to around 75%. This can only get better as the technology becomes more advanced.”