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PRISM

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Field Services

A range of services utilising our field engineers to the fullest.

Break Fix 4 Hour Response

Prism has a UK and Republic of Ireland field force and we are able to offer a 4-hour break fix response (excluding remote geographic areas).

Our field force has the ability to carry spare peripheral items and devices on your behalf giving you the option to request an urgent visit if required. Prism carrying spare items enables you to offer your end users the possibility that their device will be fixed without the requirement for a new one. This means the customers “down time” is reduced and it also gives an improved customer experience.

Standard Break Fix

A next day (for most geographic areas) service where the device issues cannot be resolved remotely. Our field force would attend site to either repair the device on site or swap out for a replacement.
Any devices not working would be removed from site and returned to our warehouse where they would be included in the RMA process. This process is the same as any field visit undertaken by prism and all your assets are tracked via our PRISM system.

Collection Service

As a company Prism is aware how important it is for you to receive faulty and redundant devices back from your end users. Unfortunately returning these items is not always a priority for them.
Therefore, as a business prism can offer you a collection service throughout the UK and Republic of Ireland using our field force or courier. Supply a list of merchant address details and items to be returned and we will visit those sites on your behalf.

Credit Control Services

Although Prism is not able collect payments from site, we can visit on your behalf to initiate contact with the merchant. Contact can be lost with merchants due to site closure, change of address or contact details. Our field force can visit these sites on your behalf and feed back to you valuable information regarding the retailer status.
Prism has the ability to attach documents and photographs to the PRISM system so where there has been a change of ownership or the site has closed down completely, we can take photographs which you can view on line.All our field force carry ID badges for security purposes. In some cases when we have undertaken this type of visit in the past we have also been supplied with authorisation letters to show the merchant which state the purpose of the visit. Prism can either attempt to schedule visits to these sites with prior telephone calls or they can be visited on an ad-hoc basis without warning.

Installations

Whether you are looking for a short term roll-out of installations or a company to undertake day to day installations work on your behalf, then prism are the company to talk to. Having a field force which covers the UK and Republic of Ireland, prism is perfectly positioned to offer you a reliable and cost effective solution.
All our field force is subject to industry standard screening and a bespoke training programme. Prism are aware that with businesses are open for longer hours, so it may be that you don’t want disruption on your site during working hours. Therefore specific on-site times can be discussed as and where required. We can either take the devices to site, (despatched from our warehouse) or they can be despatched directly to site by you. Whichever way suits you, the devices are still logged on our system so you can track where your assets are at any time. All your installations will be closed down in “real time” and with the PRISM system, we are able to capture electronic signatures.

Other Services

Paperwork collections

Prism can also add any information you require to our system. So if you’d like our field force to complete a checklist, we can do that.

As with all the Prism services you will be given access to our PRISM system, so you can keep a track on the success of the visits.  With the PRISM system, we can capture an electronic signature enabling you to progress the merchant application. We are able to attach photos of the completed application form to each job sheet.

Product training

Prism undertakes staff training on your behalf. We visit sites for new installations or device upgrades. We can train the end user to get the most out of their device and feel at ease with all the functionalities. We can attend on your behalf to train staff on new functions or to even just give them refresher training.

It could also be that there are new members of staff, and rather than them taking time out of work to train them, we can provide the resource to undertake their training.

Site surveys and audits

We can complete surveys or questionnaires whilst on site, draw up detailed plans of the site showing layout and position of current devices. We can take photos of the site and attach to the job sheet on the PRISM system.

Prism can offer direct visits to sites. It may be that you have not been able to contact the site on a number of occasions. We can attend the site and report our findings. It enables you to have up-to-date information on that merchant.