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Case Studies:

LCD Projector Technical Support Via 800 Telephone Number & Web Page Development & Maintenance

Manufacturers Goal
A large manufacturer of consumer electronics required a strategic partner that could provide a complete technical support operation for the LCD Projector product line. Their objectives are:

  • Create OEM technical support operation that is staffed by strategic partner
  • Centralize repair and logistics
  • Design, develop and maintain technical support information that is a part of the global OEM web site
  • Provide superior service to the LCD Projector customer

Panurgy Objectives

  • PanurgyOEM's role for this program is to be the international LCD Projector Service Operation for the OEM. Our objectives are:
  • Provide live technical support Monday - Saturday, (Sunday: On-Call)
  • Provide email technical support
  • Design, develop and maintain web site
  • With OEM engineers, develop and maintain FAQ page
  • Provide status updates to customers
  • Manage "Demo" inventory & Advance Exchange programM
  • Repair and return customer units

Program Summary

  • PanurgyOEM technicians answer technical support line as the OEM
  • Average price of a projector is $1,000-$5,000, therefore there are very high expectations for customer satisfaction
  • Provide technical support to both end-users and Authorized Service Center technicians
  • Utilize clean room facilities for cleaning of lens
  • Component level repair of product


  • Decrease cost as both technical support and depot repair services are provided by same team
  • Accurate technical support diagnosis minimizes volume of depot related repairs
  • High customer satisfaction due to easy access to live technician with excellent troubleshooting skills
  • OEM focuses on manufacturing and support of their resellers
  • Access to a live technical support person within 30 minutes of first call
  • Extensive failure analysis data base by model
  • Web page development and integration into OEM site in less than 60 days

Technology and Quality RequirementsThe following is an abbreviated summary of the requirements of the program:

  • Component Level Repair of product
  • Clean room
  • Technical support staff available during business hours and on call.
  • Technical database of failure & solution by model
  • Internet design, development & maintenance
  • Internet access for status of repair

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