Enhancing the Hovermap Repair Experience: What Clients Can Expect
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 customer satisfaction.
We caught up with Scott McInnes (Director of Client Experience) and Devang Patel (Director of Manufacturing) at Emesent to ask them some important questions about the latest improvements to Hovermap repairs. With nearly four years at Emesent and over 20 years of experience in their respective fields Scott and Devang are dedicated to refining processes that improve customer outcomes. Their combined expertise ensures that these changes deliver the best possible experience for our clients.
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 Customer 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.
How long does a typical Hovermap repair take?
The duration of a repair depends on the complexity of the issue but with our recent improvements clients can now expect repairs to be completed within approximately 7-10 days after initial assessment and approval to commence work. Our goal is to provide a faster, more predictable, service that minimizes downtime for all our clients.
What factors are likely to impact repair timelines?
While we strive for efficiency, certain factors can influence the timeframe for repairs. The first is the condition of the Hovermap itself. The extent of the damage or issue may affect repair complexity. The second, less understood factor, involves client approvals. Timely agreement to commence repairs is critical to avoiding delays. The faster an approval is made, the quicker the unit will be returned to the owner.
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 customers. 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.
We know that any downtime can impact operations and that’s why we’re making these improvements – to get our clients’ Hovermaps back in action as quickly as possible.
– Scott mcinnes, director of client experience
