PC World beefs up service offering

Online hardware support offered to customers through specialist ServiceTec

PC World Business (PCWB) is to provide its e-business customers with online hardware support through a service agreement with infrastructure support specialist ServiceTec.

The PCWB e-commerce website gives customers password access to a dedicated section of the site, which then offers discounts and deals according to their previous purchase history.

PCWB chairman Derek Lloyd said the firm had "always had a policy of developing a total service proposition for customers."

"Our web-based ordering service is proving very popular with business customers. To develop the relationship further we are extending our offering to include installation and ongoing support through a helpdesk and online maintenance," he said.

According to the agreement, ServiceTec, which PCWB has named as its Premier Service Partner for Hardware Support, will provide UK e-business customers with online emergency assistance.

The company is one of only four PCWB service partners to be appointed, each covering a different sector.

The service will include guidance on hardware installation, roll-out of new software, and a cover plan policy for new and existing equipment.

Purchases can be added to the plan and equipment details will be kept on an inventory by ServiceTec.

At the launch of PCWB in March [CRN, 14 March], Lloyd unveiled a corporate strategy to achieve sales in excess of £1bn by 2003-2004. He predicted 20 per cent would come through services.

"We always look for ways to add value to our proposition," Lloyd added.

Norman Cleary, director of sales at ServiceTec, said: "We can provide a prompt response to PCWB clients with our network of field support engineers."

Initially, the service will centre around SMEs, but ServiceTec will work alongside PCWBD to add value to its corporate customers, Cleary added.

"This is a major contract win for us. We feel our services complement PCWB's business strategy very well," he said.