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IMA Active Customer Services

The relationship IMA Active builds with its customers does not end with a sale. With after-sales service tailored to the customer’s specific needs, it lasts for the duration of the machine lifespan.

IMA Active’s goal is to become a partner for its customers.

To respond to every requirement with customised solutions and guarantee maximum flexibility and professionalism.
That’s why IMA Active can count on high levels of customer retention around the world.

 

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  • SUPPORT SERVICES
  • PRODUCTION SERVICES
  • MAINTENANCE SERVICES
  • TRAINING SERVICES
  • SPARE PARTS SERVICES

8/5 YEARLY PACKAGE

8/5 yearly package is a full package flat rate that includes both technical support over the phone and via remote connection.

ONSITE SERVICE

IMA Active technicians can take direct action on the customer’s premises to offer targeted support.

REMOTE ASSISTANCE

Hourly packages of remote assistance. IMA Active engineers will remotely connect to the customer’s machine to investigate and solve technical issues.

PRODUCTION SUPPORT

IMA Active offers direct production support at key stages, such as initial start-up after installation or during production surges.

RELOCATION SERVICE

If the customer needs to relocate a machine or complete line to another facility, IMA Active can provide technical support, installation support and validation support.

HDA: HELP DSK ADVANCE

Help Desk Advance is an innovative customer service channel which allows the customer to submit technical support tickets via e-mail.

Get in touch

Get in touch with IMA Active’s after-sales technicians and engineers to know more about our customised solutions.

Download brochure

Download the brochure and explore IMA Active’s Service portfolio and its full potential.

OSDReGen

Change means improvement. Technology is constantly evolving, and upgrading your equipment is key to keeping up with innovations and extending the lifecycle of your machines. Thanks to OSDReGen, customers can benefit from:

• Increasing the life expectancy of your machines
• Compliance with current guidelines and requirements (ANSI/ISA-88, FDA part 11, GAMP, MHRA GMP Data Integrity)
• Easier operator training and maintenance
• Better management of recipes and batch record
• Additional production surveillance strategies

TECHNICAL AUDIT

A thorough analysis of production and processes is often necessary to formulate  strategies  aimed  at  boosting  production  efficiency, maintain high and documented quality  and  keeping  costs  down.  IMA Active supports its customers in all this with a programme designed to increase effectiveness and quality.

• Production and process conditions
• Production performance
• Process optimisation
• Skills of staff working on the equipment
• Opportunities for improvement

Get in touch

Get in touch with IMA Active’s after-sales technicians and engineers to know more about our customised solutions.

Download brochure

Download the brochure and explore IMA Active’s Service portfolio and its full potential.

SINGLE INSPECTION BY TECHNICIAN ON SITE

Thanks to a team of technicians specialised in the specific machine model, the customer can have a specialist inspect the machine on site and provide useful recommendations on maintenance planning and procedures.

REMOTE EXPERTS ADVICE

Anticipating problems is one of the winning strategies for keeping production quality high over the long term. Our experts support customers by analysing the various issues that can affect mechanical components, ahead of any breakages.

MAINTENANCE OPTIMISATION STRATEGY

A team of senior engineers is available to oversee the maintenance strategy designed for the customer’s facility. This allows for better maintenance organisation and planning and ultimately boosts efficiency.

ONSITE PRACTICAL MAINTENANCE TRAINING

The expertise of technicians is crucial for keeping downtime to a minimum. IMA Active organises customisable training sessions on all maintenance-related topics.

CALIBRATION SUPPORT

Calibration services help the customer with the most sensitive machine adjustments to ensure maximum production quality.

E-CHECK

To guarantee maximum safety for machine operators, a quality control service is available for safety components in accordance with the latest regulations.

PROGRAMMED MAINTENANCE

Scheduled, preventive maintenance is the key to achieving optimal OEE. With our integrated maintenance programme, the customer can enjoy a number of advantages that will maximise results. The package includes an inspection visit, which aims to identify the technical condition of the machine and equipment and draw up a programme of interventions and supply of spare parts. A follow-up visit to repair and/ or replace worn and/or damaged parts, and provide assistance in solving electrical and mechanical issues.

Benefits:

  • Improved operator safety
  • Improved machine performance
  • Annual maintenance costs established in advance
  • Lower maintenance costs
  • Increased life expectancy of machinery • Special prices for spare parts

EXTENDED WARRANTY

IMA Active offers the possibility of extending the standard warranty by a further 12 months. The extra year of warranty starts as soon as the standard warranty period expires. The warranty package is synonymous with top quality: it includes the machine inspection by a specialised IMA Active technician, original spare parts and components, and rapid reaction times.

It also provides strategic assurance for the customer. The customer can be confident that costs for machine inspections, spare parts and components are clearly established in advance. IMA Active can be counted on to minimise downtime and keep maximum line use constant. The service can only be purchased when the machine is purchased.

Get in touch

Get in touch with IMA Active’s after-sales technicians and engineers to know more about our customised solutions.

Download brochure

Download the brochure and explore IMA Active’s Service portfolio and its full potential.

TRAINING PROGRAMMES

A key factor for a company’s success is its ability to rely on a skilled and highly motivated team. IMA Active offers the possibility of organising training for all areas relating to production and to the various operator profiles: operator, electrical maintenance technician, mechanical maintenance technician, and supervisor. Training is fully customisable and focuses on the serial number and configuration installed on the customer’s premises.

MULTIMEDIA TRAINING

Multimedia training familiarises the operator with machine functionalities and proper use before they start working on the machine. The new operator will get to know all aspects of the machine directly from a PC through integrated video content:

• Machine operation
• Safety procedures
• Cleaning and maintenance procedures
• Format changeovers
• Troubleshooting

Get in touch

Get in touch with IMA Active’s after-sales technicians and engineers to know more about our customised solutions.

Download brochure

Download the brochure and explore IMA Active’s Service portfolio and its full potential.

MyIMA SPARE PARTS

MyIMA Spare Parts is an online service available 24 hours a day, 7 days a week providing immediate information on real-time availability of spare parts, unit price and location on the machine. The service was developed to be fully customisable and user-friendly: information given relates specifically to the machine installed at the customer’s premises, its components and their unit price. Parts are selected and ordered with a simple click. Once parts are purchased, the customer can track the order and shipment.
Providing accurate information regarding price, availability and delivery time for each part, MyIMA Spare Parts is a strategic service for the customer’s warehouse organisation and management, simplifying stock planning.

Getr in touch

Get in touch with IMA Active’s after-sales technicians and engineers to know more about our customised solutions.

Download brochure

Download the brochure and explore IMA Active’s Service portfolio and its full potential.

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