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Focus on: Customer care

Remote Technical support to the Customer during working days

Value and benefits

  • Reduced machine down-time via fast diagnosis of the issue thanks to IMA internal technical Customer Care specialists
  • Direct access to IMA Engineering Technical Department for deeper analysis&root cause
  • Historic technical data documentation immediately available for consulting
  • High level of expertise available for whole IMA equipment range
  • *Help Desk Advance (HDA) tool allows to monitor the in-progress requests status in real time. Customer closes the tickets and gives a feedback on the service provided (*available for Customer Service Portal users)
  • Possibility to choose between customized packages OR billing per ticket

Service Product Description

  • Troubleshooting: IMA LIFE technical engineers will give immediate phone support and accomplish a first analysis of the issue (investigation, diagnosis and potential solution)
  • Remote connections: IMA LIFE technical engineers can access the machine system for diagnosis
  • Sharing Information: All the information and requests will be shared with the Customer by using a unique communication matrix (i.e. via Customer Service Portal and HDA)

Focus on: 24/7

Remote Technical support to the Customer available 24/7

Value and benefits

  • 24/7 technical phone support during emergencies
  • Reduced machine down-time
  • First contact to the Customer granted in 1hr (one hour) from call receipt
  • Fast diagnosis of the issue
  • Priority access to IMA Customer Care process
  • Geographic time zone has no impact on response time
  • Help Desk Advance (HDA) tool allows to monitor the in-progress requests status in real time. Customer closes the tickets and gives a feedback on the service provisioning
  • Possibility to choose between full package flat rate OR billing per ticket

Service Product description

Troubleshooting: IMA LIFE technical engineers will give immediate phone support 24/7 and accomplish a first analysis of the issue (investigation, diagnosis and potential solution).

Remote connections: IMA LIFE technical engineers can access the machine system for diagnosis

Back office (Customer Care): in case an immediate solution is not possible, the request will be immediately recorded in our managing system with highest priority and managed by equipment specialist

Sharing Information: All the information and requests will be shared with the Customer by using a unique communication matrix (i.e. via Customer Service Portal and HDA)