Sertec 360

Technical support

Technical knowhow of the product
Specialised teams for each product segment (IT, consumer electronics, robotics or mobility)
Understanding customer needs
Improving customer satisfaction by limiting unnecessary repairs

Customer service

Dedicated trainer team
Train the trainer program
Agents customer identification
Fully integrated service systems

10 international contact centres

1.9 million customer transactions per year
Operating in 28 countries
22 different languages
Service level: > 95%
Average queue time: 70% < 30 sec
Support via phone, email, chat and cloud services
Remote support capability

Support in 22 languages

Afrikaans

Arabic

Czech

Danish

Dutch

English

Finnish

French

German

Greek

Hebrew

Hungarian

Italian

Norwegian

Polish

Portuguese

Slovak

Spanish

Swedish

Turkish

Ukrainian

8 repair centres across EMEA

Total repair facility size of 50,000 m²
2M+ units repaired per year
Standardised compliant processes
ISO 9001:2015 certified
Fully integrated and customised test tools
Quality assurance and control processes
A network of over 400 partners across EMEA

Certified and efficient repair processes

L1 – replace buttons and connectors
L2 – Replace IC elements
L3 – Replace BGA components
6 Martin’s BGA machines available
Total daily capacity over 200 boards
BGA effectiveness is over 95%
BGA profile creation

Sustainable logistics hub in the heart of Europe

Spare part logistics hub

Central location in Wroclaw, Poland
Connections to main airports, ports, highway
20,000 m² warehouse space with expansion option
400 trained employees
200,000 parts transactions per month
Shipping to 80 countries
10,000 daily receiving transactions
ISO 9001:2015 and 14001:2015 certified

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