Why Choose Carlyle? Our Service!

At Carlyle, we often say that Sales sells the first device, and our Service Department sells every device after that. We spend a lot of time to ensure that our team of 8 service professionals get to your site quickly and repair the problem on the first visit. To do that we have implemented the following 4 strategies.

Geographic Territories for our Service Team

To get to your location more quickly, we have technicians assigned to a specific area of the city with our Dispatch Team monitoring all activity from a large display showing the location of all our technicians in and around the City. The benefits to our customers are:

·       Carlyle Techs become familiar with our customers and their devices.

·       Carlyle ensures we have parts in our vehicles for the specific devices in each territory.

·       Knowing where our techs are, allows us to move technicians as needed to get to your site quickly.

 First Time Fix Rate

Everyone in our business promises a 4-hour response time, however when that clock starts varies. Some promise 4 hours from when you place the service ticket. Others, from the point where the company confirms your request. For Carlyle, we always guarantee a 4 hour response time from the point that you place a call and have an issue, but more importantly and less talked about in the industry, we focus on first time fix rates. Carlyle wants to ensure that we fix the problem the first time we are on site. We are proud to say that we will repair your issue over 90% of the time the first time we are out. How are we able to do that?

·       Carlyle provides their technicians with Cargo Vans. With 12 cubic feet of storage, we stock each one with over $10K in inventory. All inventory reflects the models of the devices in each geographic territory.

·       Carlyle carries over $500K of inventory in our warehouse on Sargent Avenue.

·       Carlyle uses SDS technology from HP to determine the likely cause of the repair and ensure we communicate that information to our teams to have the parts and knowledge to get your devices up and running quickly.

Total Call Checklist

As much as we love every opportunity to interact with our customers, we want to reduce the number of interactions we have by keeping your device running for a long time between visits. With the Total Call Checklist, our Technicians will complete the required repairs to get your device up and running, but also take the time to inspect 12 common failures on print devices to ensure your printer or copier does not have any other underlying issues. We want to maximize the devices uptime and making sure we cover the existing problem and also look for other opportunities to preventatively fix the device helps us do that.

Net Promoter Score

Every service organization will say their service is the best or industry leading. Carlyle contracts with a third party to measure customer satisfaction. After every service interaction, a Net Promoter Score will send an email to someone designated in your organization to ask on a scale of 1-10, how likely are you to recommend Carlyle Printers, Service and Supplies to a colleague or friend based on the service call they had. Any score below 9 will result in a call from one of our Directors or Owners to find out what we can do to improve our level of service. While we love getting 9 and 10 scores, we learn the most from customer feedback on how we can exceed their expectations from lower scores. For 2020, our NPS score was 90.2. This score puts us in the category of World Class Service from the NPS system. 

Rest assured, when you partner with Carlyle for your print Management, you are partnering with a Local company that spends the time working on how to continuously improve our service delivery. We hope you will consider us the next time you need a Copier, Desktop Printer, Wide Format Printer, toners, inks, and paper.