Assistance service for bag and pouch making machines

Constant and fast support, also remotely, by highly specialized technicians

CUSTOMER SERVICE AND ASSISTANCE

are closely linked to our customer-oriented philosophy that allows us to:

  • Determine maintenance plans in advance
  • Maintain maximum machine performance through active and fast assistance.

Assistance service on bag making machines

Our assistance service on bag and pouch making machines aims to intervene quickly to prevent machine downtime and guarantee constant and optimized production. The assistance can be carried out in different ways:

  • Remote assistance

  • Assistance at your premises

ASSISTANCE FOR BAG MAKING MACHINES

Our customer service office relies on highly trained professionals and consolidated procedures, to offer you the best service, in the least time, with proactivity.

ADVANCED TICKETING SYSTEM

Optimization of time is a cornerstone of ELBA’s assistance: customers’ requests, coming from different channels, are managed through an advanced CRM ticketing system which allows the customer service department to monitor and process them as quickly as possible.

Dedicated contact person

The customer service manager coordinates maintenance and installation activities and keeps up correspondence with the customers: a fundamental step to ensure the perfect functioning of the machines and guarantee the prompt processing of any support requests.

Structured assistance

The department that hosts our technical service specialists is composed of three software engineers and seven traveling service engineers: they are all highly trained professionals capable of supporting customers both at their premises and remotely.

Spare parts department

Celerity in processing customer requests represents the main challenge for this department: three spare parts specialists and one logistics specialist, coordinated by the customer service manager, can count on thousands of machine parts for bag making machines maintenance.

Remote assistance

The process of remote assistance carried out at an entirely designated position, is easily accessible by customers thanks to using the most advanced augmented reality and teleservice systems. This way, intervention times are shortened and travel expenses are reduced for customers.