844.ZOOM360 (966.6360)

Why Zoom

THE ZOOM STORY

WHY ZOOM?

ZOOM’S HISTORY

For over 30 years, Zoom Imaging Solutions, Inc. has steadily grown to become one of Central California and the Bay Area’s premier vendors for document management hardware and software solutions. Whether you have locations nationwide or simply a local facility, the resources of Toshiba and Xerox combined with ZOOM’s local capabilities and marketplace leadership enables ZOOM to be your single source solution for every facet of your document imaging needs.

The Power of Being Locally Managed. Local autonomy equals flexibility, personal service and quick resolution to any issue that may arise.

Personal Service. You may notice something strange when you call ZOOM – no automated phone system or voicemail. We are never too busy to greet our customers personally.

Responsive. ZOOM defines our response time as the duration of time it takes our service team to be present at the customers’ site once the customer places a service call. Although we advertise a four-hour average response time, we pride ourselves on our ability to consistently meet our response time commitment.

Resource. We warehouse over $3 million in parts and supplies exclusively for Toshiba and Xerox systems. In addition, our technicians carry enough products in their personal inventory in anticipation of any problem we may find. This ensures that your system will be back up and running and you can get back to business quickly.

Technical Team. Our technicians are factory trained and certified on both Toshiba and Xerox equipment and we operate a fully computerized dispatch system and process that will email you when your service call is entered, the technician is dispatched on their way, and once the equipment is fixed.

Founded in 1987 as WOLCO Business Systems, Zoom Imaging Solutions, Inc. has steadily grown to become one of Northern and Central California and the Bay Area’s premier vendors for office equipment. We utilize the best technology in the business and have maintained that our products are only as reliable as the company servicing them.

In 2004, WOLCO’s name was transitioned to ZOOM This change incorporated the implementation of leading edge customer support and solution technologies such as, Digital Document Management, Online Account Management and Printer Fleet Optimization combined with all of the core business values that consistently set WOLCO apart from its competition.

In 2012, ZOOM was acquired by Xerox Business Solutions (formerly Global Imaging Systems) and ZOOM continue to operate as independent wholly owned subsidiaries of Xerox, offering the complete range of Xerox products.

ABOUT ZOOM TECHNOLOGY


Service

ZOOM has 44+ factory-trained and certified Field Engineers and 9 Network Analysts, specializing in specific machine models. Our service technicians are all ZOOM employees, never subcontractors.

We also have fulltime helpdesk staff to provide phone support for hardware and connectivity/network related issues. This team of professionals can often remotely perform real time diagnostics and troubleshooting, eliminating the need for an onsite service technician.

  • 95% uptime average on installed equipment.
  • 4-hour average response time on all service calls during normal business hours (Monday-Friday, 8 am-5 pm, except Federal holidays).
  • Largest local parts inventory in the Central Valley region (over one million dollars in inventory)

Printing Solutions

Gartner estimates that 1-3% of corporate revenues are spent on document output. Through our innovative assessment methodology, ZOOM has a proven process for aligning the right technology with your business processes to ensure optimal efficiency, quality and cost savings.

  • Managed Print Services
  • Remote Fleet Monitoring & Management
  • Helpdesk Integration
  • Auto Toner Delivery
  • Advanced Usage Analytics for Print Policy Development
  • Print Governance & Security Solutions
  • Paperless Office Consulting & Solutions
  • High Volume & Data Center Printing
  • Graphics-Class Color Solutions

 

AWARDS & ACCOLADES

  • Toshiba Market Leader of the Year for Sales in the Western United States, 2015
  • USB Diamond Award, 2009 – 2015
  • Elite Dealer of the Year, 2011 – 2013
  • Great America Premier Dealer, 2011
  • Toshiba Dealer of the Year in the United States, 2010
  • USB Platinum Award, 2006 – 2008
  • GE Pinnacle Club, 2007 & 2005
  • Toshiba Dealer of the Year for Sales in the Western United States, 2005
  • Toshiba Dealer of the Year for North America, 1998

Our competitor’s claim they offer great service.
But can they prove it?… WE CAN!!!

The Net Promoter Score (NPS), is a straightforward metric that holds companies and employees accountable for how they treat customers. It is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Employees at all levels of the organization understand it, opening doors to customer-centric change and improved performance.

How we get it.

By asking a simple question…would you recommend ZOOM? We can get a strong measure of ZOOM’s performance through our customer’s eyes. Customers rate their experience on a 0 to 10 scale and are categorized as noted above.

It’s important for ZOOM.

By using the NPS, ZOOM will be able to figure out what we need to do to turn detractors and passives into promoters. It shows us how loyal and happy our customers are, which in turn impacts our service and growth, and that’s a great thing!

Our Philosophy

At ZOOM our philosophy is to provide the highest level of customer service and support. Our motto and commitment to each and every one of our customers is: “Never promise more than you can deliver… and always strive to deliver more than you promise.” This ability to supply such lofty levels of service is provided through the following organizational systems and highly-skilled staffing ZOOM has invested in. These structures offer seamless continuity to our valued clients at every stage in their experience with our company. From the Sales and Dedicated Customer Service representatives who assist in determining the customer’s “needs and wants” transitioning to the Delivery and Installation professionals who facilitate the smooth installation and train your staff at the various sites to the extensive follow through from all levels of technical, system and administrative support within our organization, you can expect an overwhelmingly positive experience.

Year over year in the past 5 years, our staffing level has increased. As our business has grown, so has our need for quality employees. From 2013 to current, our employee count has increased by almost 25%! At the end of 2013, we had 132 employees and today we have 164. As our business continues to grow and evolve, we anticipate the need to increase our employees at a healthy level in order to best serve our customers.

We Are Fully Charged

ZOOM is an innovative company with a strong team standing behind it. We proudly maintain a team that can take care of every aspect of your business. These team members include a Managed Print Services Specialist, a Production Print Specialist, a Digital Workflow Specialist, a Software Engineer, and 15 Service Professionals to maintain your products.