At Emesent we are always looking for ways to improve how our users experience our hardware, software, and services. As part of this, over the coming months we will be rolling out key enhancements to our Repairs and Maintenance processes for Hovermap, ensuring a more streamlined and efficient service. These improvements will reduce turnaround times, provide better communication and enhance overall client satisfaction.
What is typically involved in the Hovermap repair process?
Repairing and calibrating a Hovermap involves multiple steps to ensure quality and performance. Here’s what the process typically looks like:
- Support Ticket Submission – Clients initiate a repair request by completing a support ticket: Emesent Client Support.
- Return of Hovermap – Clients send the unit to Emesent for assessment.
- Initial Assessment – Our experts evaluate the unit’s condition and diagnose any issues.
- Repair Execution – Necessary repairs are completed by our dedicated team.
- Calibration – The Hovermap undergoes precise calibration to ensure optimal performance.
- Testing & Quality Assessment – Each unit is rigorously tested before returning to the client.
- Logistics & Return Shipping – The repaired Hovermap is packaged and shipped back.
What are the changes being made to improve the client experience?
We’ve been reengineering the end-to-end experience to improve how we engage with clients. In the case of Hovermap repairs we are aiming to deliver an even better service by implementing the following improvements:
- Enhanced Information Capture – Our Client Experience team has refined processes to collect more detailed information upfront helping us diagnose and repair units more efficiently.
- Dedicated Repairs Team – A specialised team at our manufacturing facility will now focus exclusively on repairs and calibrations ensuring greater expertise and faster turnaround times.
- Added Value for Clients – As a token of appreciation clients will receive Emesent-branded merchandise with each repair providing a small but meaningful gesture to enhance their experience.
Looking ahead, what else can people expect?
Recent changes are being driven by our understanding of how important it is to have critical equipment onsite. What we have been doing reflects our ongoing commitment to improving the Client Experience at Emesent. We are excited to roll out these enhancements and look forward to providing a more seamless efficient repair service for Hovermap users.