Key Technology announces the expansion of its global customer servizio and support, helping food processors reduce costs, increase uptime, and improve equipment performance with the addition of a new online service portal, enhanced 24/7 telephone support, new spare parts depots, and more service technicians that bring localized support to more regions.
“Key already has a fantastic reputation for providing superior customer service worldwide. We’re also committed to continuous improvement,” said Mike Nichols, Vice President Global Aftermarket at Tecnologia chiave.
“Our new service developments go above and beyond the industry norms in support of processors that rely on our digital sorting, conveying, and other food processing systems. It illustrates our dedication to taking exceptional care of all our customers.”
The new online portal, dubbed Service Desk, gives customers a convenient new option for contacting Key’s service team and provides access to valuable information that includes the customer’s support history. With Service Desk, customers can enter new support tickets 24/7, track existing open tickets, search past tickets to find solutions, access the searchable Knowledge Base, read Service Advisor articles for tips on keeping production lines running smoothly, access up-to-date technical manuals, and more.
Key’s customers can request a free login name and password to the new Service Desk by sending an email to firstname.lastname@example.org.
Telephone support – 24/7
To ease access to its 24/7 telephone support, Key has established a new, dedicated support number for customers in Europe, the Middle East, India, and Africa. Service technicians located in the Netherlands and North America are scheduled to overlap, providing round-the-clock support to processors worldwide. Now, customers can call their regional telephone support numbers and, if afterhours, they’ll have the option to be automatically routed to the open help desk and connected with a live service technician, regardless of the time of day.
This 24-hour coverage also benefits processors that rely on RemoteMD, the real-time monitoring and diagnostic tool for Key’s G6 digital sorters.
Local service technicians, who provide onsite support, have been added in China and Poland. Key’s partner, Lenno Foodtech, supports China and Lukasz Andrzejczuk is directly supporting Poland. Now covering five continents, Key’s localized service technicians speak the local language and understand regional production challenges to better help customers. This geographically distributed network also reduces travel costs and travel time to speed response and resolution, which increases uptime and improves equipment performance.
To further reduce customer’s costs and speed response, Key is establishing new spare parts depots with several service partners in various countries around the world.