Distributor SnapperNet has taken on an ANZ technical support role for its German-based networking vendor LevelOne.
The company is taking calls from LevelOne customers in both countries for after-sales support and pre-sales consultation. SnapperNet was awarded the contract in May.
Director Richard Paul says SnapperNet’s new responsibilities recognise its sales performance and that the company can help LevelOne overcome a lack of technical support in its Australian office.
According to Paul, the LevelOne brand in New Zealand has been outperforming LevelOne in Australia for the past three years, however he wouldn’t provide sales figures.
“We are their only distributor here and we pay attention to technical support. We are helping customers to plan networks and asking what they want.”
While LevelOne has a sales and marketing office in Australia, technical calls were often diverted to the vendor’s office in Taiwan, prior to SnapperNet’s appointment, Paul says.
“There was a time zone difference and some language barriers. Although the Taiwanese staff spoke fairly good English, they wanted technical support queries sent via email.”
He adds the company has set up an ANZ technical help website that has a form that is sent to SnapperNet.
“They get a surprise when they find out we are in New Zealand, but they appreciate they can ring someone during their day and sort out any issues they have.”
Paul says his company is also providing support for LevelOne projects such as a wireless metro area installation of fibre networks in New South Wales.
However, SnapperNet has no current plans to open an office in Australia.SnapperNet has been distributing LevelOne for eight years.