Service & Assistance

“Fast, reliable and competent - these are the current market requirements. We, NETZSCH Pumpen & Systeme, offer our customers from all sectors - be they industrial or municipal plant operators - services from a single provider. Our service network with specialists around the world offers the best conditions for optimal pump and system services. After the pump is put into service, we do not leave our customers alone, but we provide them with support, from advice and maintenance to the repair and modernization of their pump. At our central warehouse in Bavaria we have over 10,000 original NETZSCH spare parts available on request, which can also be requested by our customers at all times in an emergency. ”

Benefits:

This service provides the following benefits for users and for the organization:

• It provides a unique contact number where users can channel their queries or problems.
• Centralized administration of all requirements and problems associated with the computing platform is provided.
• Constant availability of support.
• It increases the productivity of users, preventing them from requesting help from their coworkers, generating unproductive times and solving a high percentage of the requirements within minutes.
• It alleviates a very demanding problem for the IT areas, who are the ones who usually assume this role, allowing them to dedicate themselves to their core activity.
• Periodically provides information and recommendations to take actions for continuous improvement.

Analysis unit:

The function of an Administrator or Analyst of the Help Desk Software, will consist of carrying out a monthly analysis of Indexes and Data, whose objective is to evaluate the behavior over time of all the Indexes defined in advance in the detail of procedures, according to agreements of service, timely warning of deviations that may occur, and generating proposals for corrective actions. In addition, it must have a user survey service according to its sector, which includes conducting semi-annual surveys of all users associated with the Help Desk service, in order to identify weaknesses in care and establish continuous improvement. The survey format can be developed in conjunction with the client help desk jobs.

Reports:

It is part of the service of a Help Desk, the delivery of periodic Reports, which reflect the historical activities and the level of compliance with them. Likewise, these reports allow viewing situations to be improved for both the Client and the Help Desk and make the necessary changes. The report identifies the requirements according to their scope, type of report, type of service and statistical graphics, as well as a list of the reports most frequently generated in the month. As an attachment, the various analysis of results regarding the periodic management provided by the Failure Record Administration system should be included in these reports.