Postal automation firm Prime Vision invests in customer support

Dutch company Prime Vision has been making considerable investments in its customer support capabilities, in a bid to stand out in the postal automation market. The mail scanning and processing technology provider told Post&Parcel it has invested EUR 300,000 in recent months to upgrade its support department, train staff and improve processes to provide 24-hour, seven-day-a-week availability.

Prime Vision has provided built-in support tooling and live access support links within its various software platforms.

Growing along with Prime Vision’s customer base, the support department now has a EUR 1m to EUR 1.5m annual budget supporting postal, logistics, warehousing and banking clients in Austria, Denmark, Finland, Ireland, the Netherlands, New Zealand and the UK.

Mark Ryder, head of marketing at Prime Vision told Post&Parcel that six support team members, all hardware and software specialists, are now based at the support department within Prime Vision’s headquarters in Delft.

With full management support, they link through to key departments including its technology team and software engineers.

Employing full-time in-house support staff, rather than third-party engineers, means they are fully familiar with a customer’s system and site, the company said.

Prime Vision said its optical and intelligent character recognition (OCR/ICR) systems typically provide 99.9% uptime, but although systems “rarely” fail, it said support needed to be comprehensive and available when problems did occur.

Ellen Brender à Brandis, Prime Vision’s marketing co-ordinator, said: “Effective and efficient automation is crucial to the viability of today’s posts, and our customers need to be certain that if something goes wrong, experts are on hand to minimise downtime.”