Author: Carina Knörzer
Our business partners praise the high quality of INDUSTRONIC systems. However, it sometimes occurs that customers or partners need support. This is when our Technical Support Center (TSC) comes into play. Four competent colleagues are here to answer your technical questions regarding already installed INDUSTRONIC systems and products. To better handle the incoming inquiries we implemented a ticket system.
By using the email address tsc@industronic.de a ticket is automatically generated. Depending on the subject and/or availability, one person of the TSC team is responsible for the ticket. Then, a short confirmation of receipt which contains the ticket number is sent, normally within one working day after receipt.
Sometimes there are further questions from our side regarding general information about the system, project, etc. To avoid them in advance, you should at least include the system number and project number in your inquiry. Furthermore, when answering please make sure to always write your individual ticket number in the subject line of the email. Then, our system can automatically assign your feedback to the regarding ticket.
If our TSC has all the information needed, a solution proposal is developed. Depending on the type of inquiry, it might be, for example, a detailed description of the recommended procedure or even the arrangement of a spare part delivery.
After the issue has been solved, most of the customers inform us with a short message that everything is okay. In case we do not hear anything after sending a solution proposal, we reassure us about the satisfaction of the customer. Then, the ticket is closed.
Integrated in our internal CRM tool, we have always an overview about all tickets and the status of each of them. The tickets can be assigned to the company address, to the person who sent it as well as to the respective project. So, other departments involved like Project Management or Sales can always see the current status of existing tickets and therefore provide a better after sales service.
It is our goal to have satisfied customers and to offer error-free products. Your feedback is therefore highly appreciated and helps us to find out about any potential for improvement. Please share your experiences with our Technical Support Center in the comment field below or use the contact form on our corporate homepage.
