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Pharma Services
With the aim of maximizing customer satisfaction, IMA Service Solutions focuses on optimum performance and 100% quality, safety and efficiency.
IMA IS WHERE SERVICE REPRESENTS A CORE VALUE
In over half a century, IMA has left a mark on major industries requiring automated processing and packaging solutions. Research, development and innovation have led us to occupy a key role in many markets, but without a strong and comprehensive service offering that covers the needs of each customer, our story would be lacking in a vital ingredient. Widespread and ready to implement every opportunity in a globalised, technological world, we make service a principle and a priority, enhancing the value of our solutions for every customer and preserving the value of their investment.
PARTNERING PHARMA TO ENSURE QUALITY OVER TIME
Few industries need to count on timely, reliable service more than the pharmaceutical industry. Moreover, when a processing or packaging line is designed around specific manufacturing requirements, service is a carefully balanced mix of expertise, rapid intervention and in-depth knowledge of the solution supplied. Our team of specialist service engineers are able to react and intervene in over 80 countries where IMA is present, and provide support anywhere else. After-sales service lasts for the duration of the machine’s lifespan, preserving performance and even upgrading to new standards, whenever beneficial to the customer. We strive to build a long-term relationship with every customer, understanding their evolving needs and partnering them accordingly.
- Customer Service Portal
- Training
- Size Parts, Upgrades, Revamping
Customer Service Portal
One single access point for more efficient management of the installed base.
A wide range of services
The Customer Service Portal represents a single access point for a wide range of services and tools that IMA can offer for more efficient management of the installed base.
For all machines being delivered from today onwards, the portal represents the standard method for making Technical Documentation available to customers. For machines already delivered to the customer and whose documentation has already been supplied, uploads are still possible upon request. The documentation will be updated upon each modification or upgrade, and the customer will receive a notification each time. To activate the portal, the customer must forward the list of users who will need access, specifying their email address.
Training
Building expertise, an ongoing commitment and bedrock of efficiency.
The best way to fully exploit the potential of your installed base, in terms of product quality and manufacturing efficiency depends on your people’s expertise.
This is what makes the difference. IMA is at your side in building this knowledge asset, from the first weeks following installation and on throughout the lifecycle of the machine/line, for non-stop learning. The training service can be configured into 3 steps:
Define training mode
Do you want to benefit from an IMA trainer, or do you prefer to manage the training autonomously using the IMA e-learning platform? An IMA trainer can be at your premises for a hands-on session directly on the machine, with or without a classroom session. Otherwise a remote classroom-only conference can be organised, depending on your specific needs.
Define training content and users
What roles will be trained and what skills fostered? Different content can be developed for process technologists, production operators, maintenance technicians (mechanical or electrical), supervisors, quality assurance, and so on.
Define tools & technologies
IMA has developed several tools to support and improve the learning process. Starting from SkillGate e-learning platform to IMA Smart Service Suite App for an off-line access to training contents, right up to the use of Virtual or Augmented Reality.
Size Parts, Upgrades, Revamping
Enhancing the performance of your installed base.
IMA offers a comprehensive set of upgrade services covering machine components, equipment controls, and all other ancillary systems. These will improve the performance of your equipment: remove obsolescence, extend lifespan, improve quality control, reduce energy consumption and minimise the environmental impact of your operations.
Change parts
OEM change parts to support a new product launch, or a change in packaging material.
Address obsolescence
Identification of obsolete parts and proposal of proper replacement/upgrade.
Overhaul
Technical support in equipment overhaul.
Improvements
Supply of technological improvements to keep the equipment up to date.
Equipment relocation
Technical assistance in case of equipment relocation to another production plant.
Troubleshooting – 24/7
A broad choice of service offerings, whenever you require assistance.
Programmed Maintenance
Longer life, better performance, higher quality
Technical Assistance
IMA support on demand: expert guidance, rapid responses.
MyIMA Spare Parts
The online spare parts portal open 24/7.
Line Audit
IMA expertise at the service of customers’ OEE.
Service Desk
IMA Helpdesk application, to track all requests.
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Troubleshooting – 24/7
Service Desk
Ticketing service available 24/7, prioritised over requests received via email. Tracking everything and leaving no stone unturned.
24/7 Light
Requires Service Desk activation and count on our Control Room staff. We contact you via email just 1-2 hours after opening a ticket, for a checklist based assessment of the technical issue. Information is tracked when the event occurs to allow for a faster, more accurate diagnosis.
24/7 Full
Telephone and remote assistance, on-demand, from qualified technicians.
Control Room
In the case of connected machines using Sentinel, a 24/7 supervision service can be provided by IMA staff, complete with alert for anomalies, and regular reporting.
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Programmed Maintenance
Assessment
Preliminary inspection visit for assessing equipment’s technical conditions.
Report
Technical report including recommended interventions and required spare parts.
Maintenance
Maintenance intervention performed by technical specialists, following OEM maintenance plans and checklists.
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Technical Assistance
An expert support
We provide expert support whenever a customer requires it
Telephone support is available and remote support enables IMA technicians to work on the customer’s machine to solve specific technical problems or to retrieve data used to correctly assess the problem. On request, our technicians can visit the customer’s plant for on-site intervention: the presence of qualified technicians at our branches and agencies means cutting down travel times and guaranteeing timely support.
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MyIMA Spare Parts
Find the code you’re looking for, get an offer and place an order – buying spare parts has never been so easy. Browsable tables are available to help maintenance technicians identify the right code to buy. No more mistakes due to typos. The Purchasing Office can see current price and availability, and can make an offer, minimising waiting times. Wishlists are there to let you manage lists of recommended or consumable spare parts.
Catalogue Navigation
Intuitive and simple.
Spare parts search
Check availability and price.
One click to order
Then check progress.
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Line Audit
Assessment (As Is)
Performance mapping with the goal of identifying the factors that most affect OEE: Availability, Performance, Troubleshooting, Quality.
Audit Report (To Be)
Report with suggestions and recommendations to improve efficiency, in terms of methodologies, operating aspects, technologies, skills, materials, etc.
Action
IMA support in implementation of the action plan.
Follow-up
Performance mapping following implementation of the action plan.
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Service Desk
Service Desk is a Helpdesk ticket management system designed to track all technical support requests.
Tickets have priority over email requests. One shared repository contains all information. Evidence of ticket status and the actions required to solve the problem is available at all times. We also provide the option of applying Data Analytics techniques to identify suggestions for improvements.
IMA Active Competence Center
As a specialised unit devoted to fostering and developing expertise in Oral Solid Dose, the IMA Active Competence Center serves as a centralised hub for knowledge and resources, providing support, training and guidance to individuals or teams working within that domain.