Careful listening and fast reply to each customer’s requirements, 24 hours a day, 7 days a week.
BEMA’s daily attention for the customer is also apparent in the wide range of post-sales services developed to safeguard in time the added value guaranteed by its own systems and meet the demands that can arise during the plant lifecycle: new market situations, but also different manufacturing requirements by the customer, for example the need to increase volumes.
The H24 service provides telephone assistance by highly qualified technicians, 24 hours per day. The customer is provided with a dedicated telephone number and an identification code to access directly the technical support related to one’s own plant. The ADVANCED H24 service version, besides the basic services, includes also the departure of a technician within 24 hours from the moment we find that it is not possible to solve the problem by telephone assistance and remote connection.
Thanks to a simple connection via internet, the customer can have VPN remote assistance (or the traditional connection via modem) by BEMA qualified technicians to deal shortly with any possible needs. VPN technology allows to operate in any country, in complete safety (since the connection is exempt from any danger of intrusion in the company network) and as if our technicians were at the customer’s factory. 80% of cases can be solved using this technology, with considerable decrease of the machine down times.
Preventing breakdowns means reducing the maintenance costs, ensuring full efficiency to the plant, extending as much as possible the lifetime of its components. For this purpose, BEMA proposes yearly preventive scheduled maintenance contracts that include: replacement of the consumption materials, appraisal of the state of components, general check of the plant proper functioning, consolidation of the staff training that operates on the machine, software optimization. Once the intervention has been carried out, a detailed report is provided with the outcomes of the controls made and the possible improvement and/or corrective actions to undertake.
It enables customers to find quickly and intuitively the single components of one’s plant, surfing by levels starting from the complete layout, simply clicking on the images. Once the desired spare parts have been found, with a click it is possible to request a quotation that will be immediately processed, saving time and reducing the error margins. The interactive spare part catalogue is available in the offline and online versions; the online version can be directly reached from the company website.
This service extends the warranty period of all the parts of the plant supplied by BEMA, except the spare parts subject to normal wear and tear. BEMA carries out the replacement in cases where this operation does not concern plug and play parts.
The training of the operators that use the plants is the most important tool to limit the machine downtimes, guarantee efficiency and safety, increase productivity and raise the system lifespan. For this purpose, BEMA envisages additional trainings that can be organized at the customer’s factory, in BEMA Lab or can be provided online. At the end of each course an evaluation is carried out through tests and practical trials to assess the operator’s learning and a certificate is issued.
Modifications/upgrades to the plants
This service foresees studying solutions and drawing up offers concerning modifications or upgrades of plants supplied by us, in order to meet the requirements that may arise after purchasing the machine.