Aptec given post-sales services responsibilities as vendor continues implementing global delivery model in the Middle East
By Andrew Seymour
14 Oct 2009
Lexmark has completed the latest step in the regional implementation of its worldwide delivery support model by confirming that IT distributor Aptec will provide after-sales support for its printer equipment in Egypt.
Speaking from Cairo, where he has been leading a two-day training session for 60 resellers, Lexmark Middle East chief Mohammed Ali Addarrat said the appointment of Aptec Egypt as its authorised after-sales service agent would benefit channel partners that do not have their own services practices.
"This will provide a one-stop-shop for resellers," explained Addarrat. "Egypt is a large market and not all resellers have service delivery mechanisms or infrastructures. They can now defer that work to the authorised service partner."
Aptec, which has distributed Lexmark devices in Egypt for several years, will provide after-sales support for all B2B products. Retailers will continue to manage consumer point-of-sale returns as usual.
Addarrat, who replaced the Europe-bound Francois Feuillet as Lexmark's regional boss in May this year, insists the addition of Aptec as a service partner will give its support model greater consistency.
"Beforehand in Egypt we had a couple of different partners that were a combination of engineers and drop-offs at remote sites, so they were not integrated into our worldwide service delivery process," he explained. "The appointment of Aptec is part of our worldwide service delivery strategy and it means we can offer on-site repair for laser and high-end models, and warranty replacement for low-end models."
Lexmark already operates a similar post-sales support set-up in the Gulf and plans to introduce the model to the Levant and Libya over time.
Addarrat is also flying to Saudi Arabia this week to expand an existing services agreement with Jeraisy. The systems integrator has previously been providing after-sales support to named accounts in the country, but will now be given the rights to provide that service on a wider basis.