Service / Dispatch  
Customers realize that even the most reliable office machine will occasionally need service. We understand the need to provide that service in a manner that gets your business up and running. Commonwealth’s computerized dispatch system utilizes the newest technology available to process your service request quickly and efficiently. With the flexibility of giving you four fast ways to call in for service (fax, voice mail, through our website, or direct conversation with one of our dispatchers) you receive an immediate, quick, and reliable response to your request.  

With faxing or voice mail, or through our website, you can access our system 24 hours a day, seven days a week. A confirmation fax or phone call, whichever you choose, will assure you 100% reliability. And remember, even though we invest in certifying every technician on every model, it is the longevity and experience of our technical staff (average is 12 years) that offers you the most efficient and most reliable service in the area.

    
ADS System Improves Service Dispatch Performance:
The Automated Dispatch System offers total integration by connecting the ADS and OMD® systems with a telephone switch to create a true computer telephone integration (CTI). This CTI creates an Automated Dispatching System. A main advantage of the ADS System is that it allows the dispatchers to see the contents of each technician’s voice mail box, so they can slot and comprehend technician call status. Our computerized supply order system records and tracks every machine that we have in the field. The system continuously records the replacement parts each machine uses and projects how many prints / copies can be made before those parts will typically need replacing. Taking your copy volume into account, we become pro-active and set up an appointment at your convenience to service your copier before it needs help. Preventive medicine is the best kind.		    
Integration, Storage and Reporting Features
A few of the key features of the ADS System include:
  • Complete call manipulation - in 5 seconds or less.
  • Significant storage capacity - ADS stores at least three histories for 45 days and the last verbal service history for each of the dealership’s active customers forever.
  • Integration with OMD - Technicians working in the field automatically close the calls into OMD and update history.
  • Monitors technician status reports - If a technician is on a call “over limit” or a “response” commitment is missed, the dispatcher knows.
  • Records verbal service histories - Captures the technician’s detailed machine status and automatically plays it back the next time that machine has a service call, up to a year later.
   
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