Han Chye (DIGITAL  Malaysia's Customer Services Manager)

Han Chye: More customers are looking for one-vendor solutions








Making Digital customers happy


DIGITAL/DEC/Digital Equipment Malaysia has multiple service offices providing responsive and comprehensive on-site maintenance and suppport services to its customers in Malaysia and Brunei. In order to increase and maintain customers' system uptime, DIGITAL uses state-of-the-art technology in remote diagnostics to pro-actively diagnose system and peripheral performance. Digital Equipment Malaysia's Remote Diagnostics Center, in the company's headquarters in Kuala Lumpur, has the capability to remotely dial into any scheduled or planned customer site and has access to the error log file. This is done only with the authorisation from the customer. Artificial intelligence is then employed to systematically identify the failing components. In most cases, the company's Customer Services engineers are able to replace the component and remedy the situation before it develops into a problem.


Service offerings


In order to provide customers with the choice of services, Digital Malaysia offers three types of maintenance services. These services are supported by the Hardware Product Services division. For customers with the VAX 8800 and VAX 6000 family computers, the 24 by 7 service offers customers access to Digital Customer Services engineers 24 hours a day, 7 days a week. The service includes all parts and labour. Customers with Digital computers with warranty is provided with this service. After the warranty period, customers are given the opportunity to take the advantage of the 24 by 7 service at  the price of the normal service, said Digital Malaysia's Customer Services manager, Han Chye. The DECservice package provides eight-hour coverage, Mondays through Fridays.  Digital Customer Services engineers are committed to working round-the-clock, at no extra charge to the customer, until the system is fully operational. The most economical service package is the Basic Service package. Customers enjoy same or next day response with this service. The 24 by 7 and the DECservice offerings provide customers with a guaranteed response time of within 3 hours. Digital's Customer Services Software Product Services division offers similar range of  services as the Hardware Product Services described. "All these services are further enhanced by Digital's communication capabilities. With over 50,000 computer nodes, linking Digital offices worldwide, this world largest private network provides facilities to directly access into historical databases of faults and symptoms, for both hardware and software trouble-shooting purposes, and thus able to provide our customers with the best of services," Han Chye pointed out. 

Hotline support

Digital's Telephone Hotline Service, available at all times (including public holidays), is accessible to Digital's customers in Malaysia and Brunei. Customer Services engineers are dispatched, with the proper parts, as soon as the service call is registered.

System performance monitoring tool


Digital provides customers, under warranty or contract, the privilege to monitor the performance of their entire system and network on a real-time basis. MIS or EDP personnel can easily record and evaluate system and network performance with this tool. Apart from the extensive inventory of computer parts which are available in each of the service offices, a powerful and high-performance logistics advisory and tracking system, which links Digital Malaysia's local stockroom to its counterparts worldwide, provides comprehensive and fast logistics spares services to meet customers' requirements. 


Training and auxiliary services

In order to provide the best of services, Digital Malaysia's Customer Services Department takes advantage of the extensive field training programmes available through regional and corporate training centres throughout the world. Engineers are kept abreast of new product developments and refresher courses are conducted regularly to ensure quality service for customers. "As more and more customers are looking for a total solution provider, Digital Malaysia also provides high-standard computer room construction and network cabling services. We also supply equipment for computer environment, such as uninterruptible power supplies, power conditioners and distributors," Han Chye elaborated