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 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 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 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
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.
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.
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!
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.