-LAB. Assistance & repair facilities for data terminals

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1 -LAB Assistance & repair facilities for data terminals

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3 Index K-Lab assistance, step by step. page 4 /01 Introduction page 6 /02 ADVANTAGES page 8 /03 SERVICE AGREEMENTS page 12 /04 REPAIRS page 14 /05 STATS page 18 /06 WORKFLOW page 20 /07 COMPLETE TRANSPARENCY page 22 /08 PRICING page 24 /09 WEBKORNER page 26 /10 DATA TERMINALS page28 /11FAQ page 30 /12 THE VIDEO The best way to learn about K-Lab assistance. Go to and click on the video: here you ll find out everything there is to know about a completely new system for providing assistance to data terminals.

4 INTRODUCTION 1. YOUR GO-TO PARTNER FOR ALL TYPES OF TERMINALS K-Lab provides service and repair assistance for all makes and models of data terminals. We offer a single point of contact and service agreement for all devices to save you both time and money. K-Lab is a revolutionary service designed to facilitate the business needs of large companies. We are a go-to partner providing support and maintenance for all makes and models of data terminals, even those that have been phased out by the manufacturer. Service is the key, offering assistance and service agreements that fit the needs of the customer. The resulting benefits are enormous in that they extend the life of the terminals and drastically reduce the amount of time internal staff needs to spend taking care of terminals themselves. Our assistance is designed to work according to your business operations. Or, in other words, you have the freedom of choosing the service agreement that is right for you. K-Lab also guarantees you savings of time and money, through a sophisticated and transparent approach that is revolutionizing the field of data terminal maintenance. Our specialized workshop consists of a team of electronics engineers able to perform any repair, on any type of device. They can also reconfigure terminals to suit your business needs, so that they are ready for use upon arrival. service Page 4

5 K-Lab assistance has two goals: to provide a reliable and flexible service and to save the customer time and money. The key to this solution is K-Lab s workshop, which can repair all makes and models of terminals and provides you with complete assistance for all of your terminals under a single service agreement.

6 ADVANTAGES 2. TOTAL FLEXIBILITY AND SECURITY Our solutions are designed to ensure greater security and versatility. They greatly reduce the amount of time spent organising service agreements for data terminals. K-Lab offers a series of direct and indirect benefits. Direct service benefits include extended life of the terminals, possible custom configuration of each device before delivery, and immediate replacement of terminals, so that you are never without a device. You can configure the assistance service to perfectly fit your workflow. Indirect benefits include reducing the time you have to spend dealing with various manufacturer service agreements (one for each brand), logistics and reconfiguration of each terminal. Entrusting the care of all of your terminals to a single partner with a single service agreement that covers all the services that you wish to activate will save you that time. K-Lab offers you exactly this kind of reliable and flexible service, to eliminate the time your company staff devotes to handling service agreements. In short: One contact and one service agreement for all terminals More advantageous service agreements that save you both time and money Custom formulas: you choose which services to activate Delivery times determined by agreement Terminals delivered ready-to-use (configured with your settings) Extended equipment life No phase-outs, you choose when to replace the terminal Page 6

7 K-Lab allows you to reduce the logistics and administrative costs for servicing all of your devices. You can open support tickets in the manner you prefer ( , on-line or by phone), you can monitor each phase of the repairs, and you only need one service agreement to guarantee complete assistance for all makes and models of terminals.

8 SERVICE AGREEMENTS 3. Service for the customer, not JUST the product Each service agreement is specifically tailored to the specific needs of your business. You no longer have to adapt to standardised formulas; we modulate our services according to your needs. Each service agreement is specifically tailored to the specific needs of your business. You no longer have to adapt to standardised formulas; we modulate our services according to your needs. You are free to choose the type of service agreement that is right for you. In other words, you can designate the types of services included in your agreement: select how to handle a support ticket (software, , phone, or fax), determine the repair time, request specific reconfiguration of terminals before delivery. All these solutions are agreed with you so that the assistance service is perfectly suited to your company s business. We have a number of standard service formulas available, designed to meet different needs; you can choose the one that best fits your company, or opt for a custom agreement that is tailored step by step to your requests. Our assistance service packs: COUPON The customer purchases a series of repairs at a flat rate (parts and labour included) The cost and the minimum purchase amount vary from product to product. TIME & MATERIAL There is no cost for problem inspection. An itemized bill is made for each repair to the device. Price estimates within 2 days of receipt of the goods. STANDARD Flat annual fee with unlimited number of repairs; coverage for failures caused by natural occurrences. Excludes assistance for malfunctions caused by tampering, negligence, accidental falls, infiltration of liquids and any other cause attributable to improper use of the equipment. FULL RISK Flat annual fee with unlimited number of repairs. Full coverage of equipment defects. SWAP Designed for situations where continual operation is necessary. Flat annual fee with unlimited number of repairs. Full coverage of equipment defects Immediate replacement of the defective device with an identical device or one that has the same capabilities. Page 8

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12 REPAIRS 4. We work on any piece of equipment Any type of terminal, any type of problem - this summarizes the type of repairs possible in our workshop. This also gives you the freedom to choose when to replace your equipment. All repairs are carried out in the K-Lab workshop, nothing is outsourced. This allows us to have complete control over all work performed and is made possible by our specialized instruments and especially to the abilities of the team of professionals who use them. Industrial electronics experts, engineers and technicians in our workshop can work on any part of the terminal, even on the electronic boards. The instruments we use to work on the devices can unsolder and resolder any part, making the complete replacement of an entire component that may be difficult to access unnecessary. Internal workflows are continuously monitored by software that tracks everything done by each terminal, creating a comprehensive repair history that is crucial to understanding the issues concerning each device and its weak points. The software also makes it possible to prevent some failures and create tasks that foresee the eventual replacement of terminals that are actually out of date and not simply on account of manufacturers production choices. Repairs include: Work on the electronic boards of all types of terminals Repair or replacement of boards Restoration, repair, and replacement of the power supply Repair and replacement of LCDs Final testing (hardware and software) Custom reconfiguration of devices Pag. 12

13 The K-Lab workshop is an ultra-sophisticated, technological centre, able to carry out extremely complex operations. Our technicians can repair any part of the terminal, track every action and create a repair log for each piece of equipment. If they wish, customers can also contact K-Lab technicians directly in order to describe the type of failure their devices experienced in detail.

14 STATS 5. A FEW K-LAB FIGURES Repairs, markets and terminals serviced. REPAIR TIMES TYPES OF CONTRACTS Within 5 days 92% Standard fixed annual fee 40% From 5-10 days Full-risk fixed annual fee 30% From days Flat-rate coupon Individual price estimate 20% 10% 5% 3% TYPES OF EQUIPMENT SERVICED MARKETS SERVICED Self Scanning RF Terminals 13 4 Large retail channel Retail non food 10 5 On-board Bar code scanners Logistics Transportation Thermal printers 28 Manufacturing 15 Pag. Page 14

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18 WORKFLOW 6. BASED ON CUSTOMER NEEDS Pick up of the terminals (k-lab staff) OPENING OF A CUSTOMER SUPPORT TICKET Arrival at the workshop and start of repairs CLIENTE LA B -LAB Assistance & repair facilities for data terminals by phone by over the Internet The customer can check on the progress of repairs and statistics over the Internet The terminals are returned in a specially-designed protective box Page 18

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20 COMPLETE TRANSPARENCY 7. You can check EVERY step of the process Your personal password allows you to check on the progress of the repairs over the Internet. The helpdesk area also provides you access to a range of statistical data that can educate you about the reliability and life expectancy of each type of terminal. The absolute transparency of the whole process is an added value of our service. The K-Lab Advanced Helpdesk provides access to your private area, which allows you to check on the progress of repairs and provides you with a range of statistics about the operation of your terminals. The system is entirely web-based, accessible from any location and gives you total control over all stages of repairs in progress and the records of your activities. A single password will allow you to access maintenance timesheets, scheduled delivery of the devices and the records of each individual terminal. This truly unique service helps render the relationship between your company and the workshop completely transparent and is a big plus to the service agreement. But there s more: K-Lab also lets you communicate directly with the workshop: upon request, the customer can contact the engineers and talk with them before and during operations on the equipment. This is ideal for specific problems requiring more extensive communication between the people who use the terminal every day and those responsible for repairing it. This direct link helps prevent misunderstandings or delivery of instruments that still have problems. Complete transparency: Check on the progress and repairs over the Internet Direct communication with the workshop Access to statistics concerning your terminal assets View the records of each piece of equipment Pag. 20

21 1With K-Lab single contract, a single shipment for any piece of equipment, of any brand. BRAND 03 BRAND 05 BRAND 01 LA B BRAND 02 BRAND 04 BRAND 01 BRAND 02 BRAND 03 BRAND 04 BRAND 05 5Without K-Lab contracts, five shipments for five different brands

22 PRICING 8. The best rates on the market Double savings: direct and indirect. Our low prices ensure that you do not need to make a big investment to activate the assistance service; K-Lab s flexibility allows you to eliminate the time your staff spends handling service agreements. K-Lab also guarantees you lower direct costs for maintenance service. The layout and volumes of work performed in our workshop allow us to offer the lowest prices on the market, so that you can save as much as 30% in your service costs. Such a pricing policy is possible because WebKorner is a partner specializing solely in repairs, compared to the terminal manufacturers, who have different goals and do not make service their core business. Savings in terms of the time and resources that are currently dedicated to service indirectly should also be considered as part of the direct savings. If you are presently obliged to reconfigure terminals after delivery, as well as to deal with the administrative management of multiple service agreements, (one for each brand of terminal), K-Lab allows you to completely free up all these resources and devote them to more strategic tasks for your business. Ours is a more comprehensive, flexible and affordable solution that greatly eases the efforts your staff must make to deal with assistance service. In short: Some of the lowest rates on the market Eliminate the time your staff spends taking care of service agreements A single service agreement for all your equipment Save up to 30% in service agreement costs di assistenza Pag. 22

23 K-Lab offers you double savings: direct and indirect. Direct because our rates are among the lowest on the market; indirect because we can drastically reduce the amount of time you presently need to devote to assistance service. In particular, our single service agreement for every terminal in your company frees you from administrative tasks.

24 WEBKORNER 9. Strength, technology, versatility WebKorner is a technological partner designed to innovate the hardware and software industries. Together with K-Lab it has developed a service designed for those who work with large amounts of data terminals and wish to make the most of their maintenance and repair investments. K-Lab is a service created by Webkorner that provides complete assistance to data terminals. Webkorner was founded more than 20 years ago as a technology partner providing global technology consultancy and assistance. The evolution of the company has led to synergy with the leading companies in the industry, creating partnerships in different areas of the market and to delivering services that are tailored to the specific needs of each individual company. Today, the WebKorner Group also includes Solarisys, a company specializing in computer repairs, and Itech Project&Consulting, system integrators and point of reference for the design of IT infrastructure. WebKorner counts leading retailers, multi-national corporations and companies operating in the logistics and transport fields among its largest customers. WebKorner s growth has been based on a series of investments in the recruiting and training of personnel, technology, and the optimization of internal workflows. Oure mission is to facilitate the client s operations, freeing him from duties that are incidental to his business and allowing him to focus resources only on activities directly related to his business strategies. WebKorner currently employs over 80 people. We work throughout Europe and our growth strategy aims to completely revolutionise the field of servicing data terminals. Page 24

25 WebKorner: A group with more than 20 years experience A technology partner; hardware and software support A new approach to the field of servicing data terminals Excellent know-how acquired over the years from investment and new development strategies

26 DATA TERMINALS 10. Multi-product, multi-brand K-Lab is designed to provide comprehensive support for all types of data terminals. This page displays all the makes and models of products serviced by K-Lab. NCR Telxon Psion Opticon Denso Cipher Lab LXE Meteor Handheld Intermec Honeywell Datalogic/Psc Motorola/Symbol Handheld laser scanners In-counter laser scanners Price checkers RF and Batch terminals On-board scanners Self-Scanning terminals Portable point of sale terminals Wearable terminals Page 26

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28 FREQUENTLY ASKED QUESTIONS 11. Everything you want to know Why should I choose K-Lab? Because you will save on service and maintenance investments and free up internal resources to use for other tasks. And because with a single service agreement, you can cover all your terminals with a complete assistance service. Is K-Lab really able to service all makes and models of data terminals? Yes. Our technical personnel can work on any type of terminal thanks to the specialized equipment in our workshop. What is the service procedure? This is up to you, depending on the specific needs of your business. We do offer standard contracts (see p. 8), but K-Lab was founded as a flexible, modular, and step by step service to meet your needs. You can choose how to generate a support ticket, opt for the immediate replacement of the equipment, and even reconfigure all the terminals prior to delivery. These options, along with other considerations, ensure that the agreement is tailored to the needs of your business and facilitates your work without forcing you to adapt your operations to the service agreement. How do our services differ from those offered by manufacturers? The biggest difference is flexibility: K-Lab adapts its service agreements to your needs, and not the other way round. Secondly, the instruments and personnel in our workshop allow us to provide extensive service to any part of the terminal. Thirdly, logistics: K-Lab repairs all of your devices, of any make and model, in the same specialised centre. And finally, transparency: you can check the progress of ongoing repairs, access statistics and repair records over the Internet. How much does K-Lab cost? Our service fees are lower than the market standard. Each agreement is different, because it is flexible and customized, but in general the assistance service gives you both direct and indirect cost savings, relating to the administrative management of service agreements and the amount of time devoted to logistics and reconfiguring the equipment. Can K-Lab also be used by others working in the assistance service industry? The answer is yes. K-Lab s workshop can also assist other professionals looking for an advanced repair centre able to perform complex operations. In these cases, agreements are drawn up based on the type of assistance requested and the volume of the workflow. Page 28

29 Safety Box The devices can be delivered in a specially-designed box that protects the equipment during transport.

30 Watch the video to learn more. So now you have learned all about K-Lab assistance, step by step. But if you would like to see the equipment and personnel at work in our workshop, you can visit the video, perhaps better than any other medium, displays the organizational and technological level of our service, and illustrates the procedures and versatility. Above all, it shows you just how much your company can benefit by choosing K-Lab. Check out the K-Lab video at:

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32 -LAB Assistance & repair facilities for data terminals PARTNER TECNOLOGICO Headquarters WEBKORNER MONTEVARCHI Via Farnia Montevarchi (Arezzo) Tel Fax info@webkorner.it Workshop WEBKORNER CALENZANO Via San Morese Calenzano (Firenze) Tel Fax k-lab@webkorner.it