After the successful creation of the joint service support program between Inca Digital and Fujifilm for Inca Onset customers in Canada, changes continue to be made to extend the Inca Customer Support team based in Chicago. The team is responsible overseeing first-line support for all Onset customers in Canada and servicing all Inca Onset flatbed printers sold in the USA by Fujifilm Graphic Systems.
“The growing demand for service drives the need for continuous improvement,” said Ron Shepard, Vice-President of Customer Support North America at Inca USA. 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 USA, 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, as well as higher education marketplaces.
Further steps have also recently 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. Assisting him will be Steve Sluzas and Daniel Lewis, who together offer customers remote access to engineer resources when needed. Inca USA will be employing a similarly tiered support system that’s currently operating in the UK, aimed at matching the UK’s remote machine fix rate of 60% that improves machine up-time.
Inca Digital is also expected to significantly increase its parts inventory in the U.S. to reduce the reliance on express international shipments from Inca headquarters in the U.K. while providing a much faster response of needed parts to customer sites. “I strongly believe that sales effort sells the first machine, but service sells the second,” Shepard added. “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’m ready to go and engage our customers and staff to ensure their successes and the future success of Inca USA.”