3. ClickShare Service activities
3. CLICKSHARE SERVICE ACTIVITIES
3.1 ClickShare detailed service model
Sales model
Distributor Dealers Customer
Image 3-1
Sales model
The way ClickShare comes to the customer:
1. Distributor purchases from Barco.
2. Dealers purchase from a distributor.
3. Dealers sell to the end customer.
Service model
DistributorDealersCustomer
Image 3-2
Service model
When a customer experiences a problem, he or she should contact the dealer. Dealer gives Tier I support. He and requests a RMA
from Distributor to return the faulty product
Tier I support consists out of:
• identifies ClickShare component failure
• RMA request by distributor
• Facilitates shipment of faulty unit from customer to distributor
The distributor troubleshoots the returned assemblies and gives Tier II support.
Tier II support consists of
• checks returned units according a standard test procedure.
• sends replacement unit to customer to replace the faulty unit.
• contacts Barco to request RMA to return faulty product.
• sends faulty product to Barco.
Barco receives the faulty product and validates failure.
3.2 Reporting an issue in SalesForce.com
How to report
1. Open a browser window and type the following address in the address line: https://emea.salesforce.com/
2. Login by entering your user name and password.
3. Create a new request by selecting Swap/part delivery request.
R5900006 CLICKSHARE 04/12/2013
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