Product category:
Manufacturing Machinery and Plant Equipment
News Release from: Marco
Edited by the Engineeringtalk Editorial
Team on 24 September 2001
Service with an e-smile
Specialist weighing company Marco believes it is setting new standards for service with its Assistcall package
Assistcall is tailored to meet specific customer requirements with different levels of entry However, irrespective of which level is chosen, customers are assured of the optimum support for their equipment
This article was originally published on Engineeringtalk on 16 Jan 2001 at 8.00am (UK)
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Marco's technical director, Murray Hilborne, is very up beat about his company's all embracing service support.
"We're providing weighing and control solutions that meet customers' exact requirements.
Our total philosophy is centred around the customer and then providing the most cost effective, innovative and above all reliable solution.
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Assistcall is a natural extension of this philosophy.
Reliability is of paramount importance and our hands-on experience gained over the past 17 years allows us to meet operational requirements without compromise.
This often requires the designing of bespoke equipment and our approach takes into account all aspects, especially relating to the integration with existing equipment and systems.
By contrast, many of our well established competitors are unable to provide this attention to detail and often look to adapt standard equipment which can lead to problems for the customer.
Our business is based on a unique blend of traditional skills and new technology." To this end, Marco has been quick to capitalise on the real potential and power of the internet and now views it as an invaluable part of their business.
While many companies web sites are still nothing more than an extension of their literature, Marco has invested heavily in its site, ensuring that it is a fast and efficient resource for all aspects of their business, especially for online technical support.
As Murray Hilborne explains; "e-support offers tremendous flexibility and convenience.
Customers can download manuals and support notes from our website and we can keep these updated far more frequently and easier than traditional hard copies.
We are finding that our customers appreciate the balance between direct contact and the advantages that this new technology brings." However, personal visits are still considered to be an important part of the Assistcall package and Marco strives to find the right balance.
If more traditional customers are not comfortable with this new technology, then Marco says it will ensure that its level of support is still as comprehensive.
Taking time to work with customers at the beginning of any project allows Marco to provide effective training both for operation and on-going troubleshooting.
This greatly reduces the need for customers to pick up the phone and ask for assistance - a situation which often arises as a result of insufficient knowledge of basic operating procedures and can be time consuming for both parties.
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