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100 Days of the European Technical Support Centre

Munich June 2016 — The initial assessment is wholly positive: During the first one hundred days, over 50 specially-trained application engineers in the Black Box Technical Support Centre (TSC) dealt with more than 250 calls per day and made sure that no queries went unanswered. Half of the enquiries related to the pre-sales field, where it is a matter of finding the appropriate individual solution, while the other half pertained to post-sales tasks, that is questions concerning implementation, maintenance and training. The IT network and infrastructure specialist Black Box opened the TSC in March, in order to take into account the development from a specialist retailer into a provider of professional AV, KVM and networking solutions, as well as the increased need for advice that is bound up with this.

In the Technical Support Centre, more than 50 application engineers focus exclusively on project support and customer service, answer technical questions on products, provide support for projects and highlight the relevant specific possible applications of the solutions. The specialists are spread across all of Europe so that they are close to customers in all locations and can also provide on-site support if necessary. In addition, the Centre of Expertise (CoE) provides a task force of particularly experienced and highly-qualified engineers, guaranteeing the best possible advice concerning an optimised application for each customer – also completely free of charge.

“We are pleased that our European support centre, with its free phone service number 00800 CALLBBOX (00800 22552269), has met with such a positive response within a very short time”, states Peter Obermeier, Director of the TSC. “To date, we have not only received queries from the 13 countries where we are active, but also from Turkey and the Arab world, where our solutions are offered by partners. We are particularly proud of the fact that, despite the extremely high levels of demand, callers are able to discuss their concerns directly with a personal contact, with practically no waiting time.” In future, the TSC will also offer training and further education schedules with corresponding one or two-day courses on-site in the newly created demo rooms, for example in Hallbergmoos.



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