Prati has launched Fastlane Support, a new online technical assistance platform.
As a worldwide manufacturer of label converting equipment, Prati identified the global scale of its business as making it a priority to provide customers with access to the quickest possible support service. The result is Fastlane Support, an online support tool designed to streamline requests for technical assistance. Prati has highlighted less paperwork, fewer phone calls, more speed and greater satisfaction as benefits of Fastlane Support.
Accessible 24/7 to all customers, 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 videoclip, and submits the support request. Prati receives the request immediately and without needing to call back to check basic details, technical staff start to work on the issue/solution.
The customer can track the job status online at any time, making it easier to foresee a schedule and envisage reaching a resolution.
