After the successful roll-out of the joint service support program between Inca Digital and Fujifilm for Onset customers in Canada, changes continue to be made to extend the Inca Customer Support team in Chicago.
The team is responsible for the servicing of all Inca Onset flatbed printers sold in the USA by Fujifilm Graphic Systems, as well as overseeing the first-line support for all Onset customers in Canada. Ron Shepard, VP Customer Support North America at Inca USA, says, “The growing demand for service drives the need for continuous improvement.”
Shepard joined Inca USA last year. He came from Heidelberg CSAT America where he was director of Sales and Marketing, responsible for all efforts centered on the company’s entry into the digital label marketplace in the United States, Canada and Mexico. Before that, he was National In-Plant Specialist at HP Indigo America, responsible for sales and support of digital imaging print solutions to the corporate, state and local government, and higher education marketplaces.
Further proactive steps have been taken to build the Inca USA organization to support current and future growth. Dimitar Hristev, formerly a Field Engineer at Kodak, has assumed the role of Response Center Lead in Chicago, coordinating efforts for customer support. He is assisted by Steve Sluzas and Daniel Lewis, offering customers remote access to engineer resources when needed. Inca USA will be employing a similarly tiered support system that is currently engaged in the UK, aimed at matching the UK’s remote machine fix rate of 60 percent, improving machine uptime.
Inca Digital is also expected to significantly increase its parts inventory in the US, to reduce the reliance on express international shipments from the Inca headquarters in the U.K. and provide much faster response of needed parts to customer sites.
“I strongly believe that sales effort sells the first machine, but service sells the second,” explains Shepard. “Inca customers love our products, our support response is good and Inca Digital is a world-class organization. After a thorough training program in the UK, I feel I am ready to go and engage our customers and staff to ensure their successes and the future success of Inca USA.”
