Key Technology steps up customer support

A NEWLY enhanced global customer service and support await Key Technology clients.  The global leader in the design and manufacture of process automation systems, opened a new online service portal and made improvements to its 24/7 telephone support. It has also set up spare parts depots and installed additional service technicians to reach customers in many 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 Key Technology. “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.”

Online solution

The new online portal, Service Desk, allows customers to contact the service team and to enter new support tickets, track existing open tickets, and search past tickets to find solutions. Information is available to them including Knowledge Base, Service Advisor articles for tips on keeping production lines running smoothly, and up-to-date technical manuals.

Key’s customers can request a free login name and password to the new Service Desk by sending an email to service.info@key.net.
 

24-hour hotline
The 24/7 telephone support now includes a dedicated communication line for customers in Europe, the Middle East, India, and Africa. With service technicians in the Netherlands and North America covering the 24-hour shift, 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 any time of the 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.

They speak your language

Key has localized service technicians in five continents. Its partner, Lenno Foodtech, supports China and Lukasz Andrzejczuk is directly supporting Poland. Technicians not only speak the local language but also understand regional production challenges. This geographically distributed network reduces travel costs and travel time to speed response and resolution.

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.

For more information about Key’s global service and support, visit www.key.net/PROliance.