Key Technology, which will showcase products and highlight its expertise in Hall 10.1, Stand C011 C019 at the Anuga FoodTec in Cologne, has announced the expansion of its global customer service and support programs. With the addition of an online service portal, enhanced 24/7 telephone support, new spare parts depots and more service technicians that bring localized support to more regions, the Walla Walla, Washington, USA-headquartered company is stepping up efforts to help customers reduce costs, increase uptime and improve production performance.
“We’re committed to continuous improvement,” said Mike Nichols, aftermarket vice president. “Our new service developments go above and beyond industry norms in support of processors that rely on our digital sorting, conveying, and other food processing systems.”
The new online portal, dubbed Service Desk, gives users a convenient option for contacting Key’s service team and provides access to important information that includes the customer’s support history. Clients can enter new support tickets at any time, track existing open tickets, search past tickets to find solutions, tap into the searchable knowledge base and up-to-date technical manuals, read Service Advisor articles for tips on keeping production lines running smoothly, and more.
Customers are encouraged to request a free login name and password to the new Service Desk by sending an email to service.info@key.net.
Key has designated a new, dedicated support number for customers in Europe, the Middle East, India and Africa to ease access to its 24/7 telephone support system. Service technicians based 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 after scheduled work hours, 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 have been added in China and Poland to provide onsite support. Key’s partner, Lenno Foodtech, supports operations in China and Lukasz Andrzejczuk is directly supporting activities in Poland.
The company’s service technicians speak the local languages and understand regional production challenges to better help customers. Covering five continents, Key’s geographically distributed network translates to reduced travel costs and travel time to speed response and resolution, which increases uptime and improves equipment performance.
