TECHNICAL HUB | MAGNACOLOURS | 2020
During lockdown, MagnaColours found it could no longer provide the technical in-person service it prided itself on. With technicians no longer able to make factory visits – a solution was needed to be able to aid customers with their printing issues and provide the service they had become to expect.
What began as a brainstorm morphed into Technical Hub. An online knowledge base walking though the print process for all of the MagnaPrint ranges, and a online video support portal. The portal allowed customers to reserve a time slot with a technician to receive 1-1 video support to walk through their issue on the printshop floor.
While a number of systems were reviewed and considered, the final version utilised Calendy and Zoom to run the video portal and a customised knowledge base. This offered the most robust and stable option – which was available to users in the most countries.