End-User Device and Warehouse Support
Overview
We provide full support for laptops, desktops and multifunction printers across over 120 sites in the DACH region. Our services include ticket-based field support, logistics coordination, SLA-driven interventions and 24/7 helpdesk availability. Devices are staged, repaired and dispatched from our warehouse in Germany, ensuring rapid turnaround and full traceability.
Business Challenge
Clients require reliable support for mixed fleets across urban and remote locations, management of multiple SLA tiers, minimal downtime and complete ticket visibility with fast escalation.
Our Solution
- Support HP EliteBook laptops, Lenovo ThinkCentre desktops and Canon multifunction printers
- Maintain over 500 replacement units and spares for rapid dispatch from our warehouse
- Deploy certified field engineers for IMACD services across the DACH region
- Operate a 24/7 multilingual helpdesk (German and English) to support onsite technicians
- Track all interventions with serial numbers and full documentation
- Maintain inventory of all the parts in the warehouse
Outcome
- 98.7% SLA compliance across service tiers
- 35% reduction in device downtime within the first quarter
- Over 120 dispatches per month to end-user sites
- Positive client feedback for reliability & professionalism
- Strong coordination between helpdesk, Field Engineers and client IT teams
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+49 40 67555159
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