Prati has released Fastlane Support, an online tech support tool designed to streamline requests for technical assistance resulting in less paperwork, fewer phone calls, more speed and greater satisfaction.
“As a leading manufacturer of label converting solutions, we felt that in view of the global scope of our business it was a priority to provide all our customers with access to the quickest possible support service,” noted Sales & Marketing Director Chiara Prati.
“Accessible to all our customers 24/7, the online platform is personalised with a complete list of machines installed for each customer. Secure access takes the customer to their own page with machine details and serial numbers. Once the machine is selected, a menu provides an exhaustive list of potential alarms, malfunctions or other issues. The customer chooses the most appropriate one and adds a more detailed description, attaches a photo or video clip and clicks the send button. It’s as simple as that!
“We receive the request immediately and without needing to call back to check basic details, our technical staff starts to work on the solution. The customer tracks status online at any time, making it easier to foresee a schedule and envisage reaching a solution. As soon as we receive your online request, we get in touch, treating your request according to your ticket registration on the Fastlane Support platform.”
The benefits of Fastlane Support:
- All your machines’ details are online, on your personal webpage
- Just three steps to ask for support and no need for phone calls, written emails or messages
- The online platform is open 24/7, regardless of the time zone.
- The status report is online
- Fastlane treatment for each request, as this contributes to everyone’s efficiency
It’s fast and takes you directly to the solution.