Pharmaceutical companies need to constantly increase production efficiency – every hour counts. The failure of a key machine can be a major disaster for production managers. Being able to reach the manufacturer’s technical support as soon as possible is therefore crucial when a breakdown occurs.
A new online service form means Excellence United companies are offering customers an additional way of contacting the right partner as swiftly as possible in an emergency. After selecting the relevant manufacturer, the website collects details such as machine type, machine number and a description of the problem and sends them directly to the relevant after-sales service department. This gives the service team an initial picture of the situation and enables them to assist the customer in an informed and efficient manner. The response time is just a few hours, depending on the customer’s time zone. If an even swifter response is desired, Fette Compacting, for example, offers 24/7 service contracts that provide customers with around-the-clock telephone assistance.
Remote service – long-distance support
Excellence United’s next service project is already set to launch: remote service gives the manufacturer’s technical support team direct online access to the customer’s machine – at the request of the customer. Measurements and any adjustments can then be carried out directly to solve the problem. A first demo version was presented at ACHEMA 2012, and Excellence United companies will be organizing a workshop for customers during October. Feedback gathered during the event will be integrated into the final service offering.
Excellence United is a strategic alliance of independent companies in the field of special machine engineering for the pharmaceutical production. Each company is a leader in the engineering, processing and methods of their industry. With a consequent customer focus, Excellence United delivers one-stop system solutions.