Integration With Acer's Advanced Customer Relationship Solution
London, 5th August 2009 - Acer Europe AG today announced a new business
relationship with PC-Doctor, the world leader in diagnostic and system
information tools to reduce warranty and service delivery costs.
The companies are working together at regional Acer repair depots in Europe,
the Middle East and Africa to integrate PC-Doctor Network Factory software
with Acer's advanced customer-relationship solution. The fully integrated
solution will be used both by Acer-owned repair facilities and by authorized
third-party repair services companies.
"We are working to create a best-in-class experience for our customers, and
we have demanded the same in our diagnostic solution," said Mario Fazio,
Acer director, global customer service. "After rigorous testing of
third-party solutions in pilot programs, PC-Doctor was the winner - both in
terms of software quality and service excellence. Deployment of this
superior customized diagnostics solution" he added "will further strengthen
Acer's continual drive for enhancing customer satisfaction by delivering
higher quality of repairs, besides increasing productivity and operational
PC Doctor's implementation will start in July at Acer's Service Center in
Germany, where the solution was tested during the last quarter of 2008. Then
the Service Centers in Italy, Czech Republic and France will follow. Since
the agreement with PC Doctor is global, the solution will be deployed in all
Acer Service Centers worldwide by 2010.
PC-Doctor Network Factory combines the company's up-to-date diagnostics with
network and database technologies to monitor and manage repair activities
centrally and to capture test results for efficient repair center
information processing. The valuable data can be analyzed by Acer for
continuous improvement of processes.
"We are delighted to be part of Acer's strategy to create an excellent
service experience for its customers," said Doug van Aman, PC-Doctor chief
marketing officer. "We look forward to expanding our relationship with other
Acer teams as the solution rolls out across EMEA and around the world."
Since its founding in 1976, Acer has constantly pursued the goal of breaking
the barriers between people and technology. Focused on marketing its
brand-name IT products around the globe, Acer ranks as the world's No. 3
vendor for total PCs and No. 2 for notebooks, with the fastest growth among
the top-five players. A profitable and sustainable Channel Business Model is
instrumental to Acer's continued growth, while the successful mergers of
Gateway and Packard Bell complete the company's global footprint by
strengthening its presence in the U.S. and enhancing its strong position in
Europe. The Acer Group employs more than 6,000 people worldwide. 2008
revenues reached US$16.65 billion. See www.acer.com
for more information.
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