Printers and printing solutions these days are not just for “printing” anymore. With many of them offering similar features and benefits, the differences from product to product can be complicated and hard to keep track of. This can pose a challenge for both customers and dealers in the purchase/sale process and post-purchase maintenance.
Here at Samsung, we provide thorough guidelines and resources for our partners to support them in their marketing and service efforts. We offer various support tools that they can utilize to meet customer demands.
Marketing Support: Strengthening Business Capability
For our partners to assist their customers in making the best purchase, it is crucial for them to have reliable references about the products. Samsung provides timely and readily accessible information for partners to increase their sales and marketing capability.
Marketing Support Portal (MSP)
The Marketing Support Portal is Samsung’s hub for the latest information on its products and solutions. The portal contains up-to-date marketing collateral, including editable brochures that partners can customize to target each customer’s needs, while following brand guidelines. In addition, a virtual copier configurator allows dealers to configure a copier with different options and to simulate the customized product.
Samsung Printing Catalog (SPC)
Samsung partners can access production information on-the-go as well. Samsung Printing Catalog is a mobile app containing in-depth information about Samsung’s complete printer line-up and solutions, including specification and compatibility details. Dealers can conveniently use the Catalog to show their customers Samsung products and solutions. The Catalog also provides customer case study materials and articles on latest industry trends for industry-relevant insights that can help make strong sales.
Technical Support: Ensuring High-quality Service
Samsung’s comprehensive technical support helps partners keep customers satisfied with reliable and consistent service. A variety of resources and tools are available to help them save time and cost in the service and maintenance process.
Technical Support Portal (TSP)
The Technical Support Portal is our partners’ online community for discussing issues related to technical support. The portal provides technical guides through software and manuals and functions as a go-to resource hub for the partners. Service engineers can communicate with each other to share troubleshooting tips or check the community notices and FAQ.
Smart Printer Diagnostic System (SPDS)
In July 2014, Samsung launched the industry’s first mobile application consisting of guides for troubleshooting printer errors. With image and video guides on how to resolve issues, the Smart Printer Diagnostic System ensures quality service for the customer. Engineers can simply tap their smartphone on the malfunctioning printer, and the app will automatically generate a diagnosis and take the engineer through a step-by-step troubleshooting guide. SPDS offers both convenience for the engineers and service consistency for the customer.
A paid Smart UX Center app, Remote Call allows engineers to remotely fix a customer’s printer, saving time and cost for both the dealer and the user. Once the remote connection is established through a six-digit code, the engineer can identify and resolve issues in real-time. He can control the user’s screen and communicate with the user to provide explanations and guidelines. Remote Call can be especially useful for simple errors that do not require a service visit.
Need More? Get Comprehensive Business Support
For comprehensive support, Samsung operates the Samsung Team of Empowered Partners (STEP). Based on the kind of support a partner needs—whether it’s sales, marketing, technical support, or sales and technical training—STEP specialists can assist with marketing and technical expertise to enhance their business capabilities, optimize daily operations and increase profitability.
Samsung always strives to help partners achieve greater success. Our partners can depend on our multi-faceted partner support system should they ever need us.