Managed Print Services
Aurora's proactive remote managed services, which anticipate potential issues before they arise and often resolve support requests instantly, are a key reason why our customers consistently rate our service levels as the best in the industry.
Contact UsIn addition to our remote services, there are times when customers require the expertise of an Aurora service engineer onsite. This is another area where our managed services truly excel.
We have a nationwide team of multi-manufacturer skilled, CRB vetted service engineers that provide onsite response and resolution to customers nationwide. From SMEs to large private enterprises and public sector organisations, our customers benefit from the expertise and experience of every Aurora service engineer.
Our service desk briefs each field-based service engineer on the specific issues of the customer and provides machine information to ensure they arrive prepared with the necessary insight and parts to resolve the issue on the first visit wherever possible. Customers are advised on the ETA for each onsite visit and Aurora delivers this response, nationally, in less than 4 hours.
All Aurora service engineers follow our optimal call procedure. Each device is inspected and assessed, required repairs are completed to resolve any issues. This may include replacing faulty parts, updating software, or addressing mechanical issues. The device functionality is fully tested before the call is closed and any actions taken are recorded into our service management system. Any devices that have recurring issues will be escalated to our service operations management team who will liaise with the customer to ensure this is resolved.
Aurora continually carries out post-call customer surveys to measure how satisfied our customers are with the service levels our managed services deliver. We are proud to consistently receive an enviable NPS (Net Promoter Score) customer rating and great feedback and testimonials from our customers on the quality of service we provide to them.
Want to know more about our experience-led approach? Have a business challenge you want to discuss? Need advice from an expert? The Aurora Professional Services Team is ready and waiting to support you.
020 7503 3000
generalenquiries@aurora.co.uk
