This is where customer service begins
What happens after the successful commissioning of the machines?
As soon as the installed packaging system has been commissioned and the inspection and approval have been completed from both sides, the support of the customer is internally handed over to the customer service team. In this aspect, it is essential that the customer service team is then networked with the relevant contacts. These would be, for example, the production manager, the machine operators, and the maintenance team on site.
As a further step, all important data, such as the delivered system(s), the product to be packed, or the guaranteed machine output, are recorded in detail, and the first service due is registered, which usually takes place one year after commissioning. After 10 months, the customer is actively contacted to schedule a service. Although the machines do not necessarily require services, in the beginning, it is recommended to service machines regularly right from the start. The simple reason for this is that a professional service engineer checks the machine as part of each service, and thus it can be ensured that everything runs optimally. After three to five years, there are schedules for due services. Depending on the product and production shifts, service intervals are defined. Nevertheless, it is generally recommended that a service is performed at least once a year to ensure the reliable performance of the machine.