Synnex boosts reseller support

Distributor Synnex has implemented an online service support registration system to improve reseller service level.

Resellers can log onto the system using their authorised password and then complete the online return authorisation (RA) form. Once they register the faulty product details, the system will provide the reseller with an RA number approximately two hours after submission of the request.

Alex Huang, service manager at Synnex, said: “A major benefit to the reseller is the improved turn around time for service. We’ve seen tremendous improvement in our service level and the return of products to resellers over the last few months.

“With online RA registration, rather than telephone or email, our efficiency is greatly increased. We are achieving a two day turn around for nearly 85 percent of claims. I am pleased that our resellers are very satisfied with this service.”

Karin Koh, customer service team leader at Synnex, said efficiency is one of the key elements to improved service.

“The Synnex team is experiencing improved productivity because this online facility has provided a more efficient and faster turn around time. Registration that previously took days to do manually can now be achieved in hours. My next challenge is to improve on this and provide an even faster result,” added Koh.