Enhanced CRM Infrastructure For APlus Factory Support
Posted on Tue, Nov 02, 2004
“This new infrastructure is designed to enhance customer relationships and improve uptime and productivity of manufacturing plant environments vis-à-vis the management of key business functions and processes related to Call Management, Technical Assistance, and Field Service Dispatch,” said Joseph J. Biehl, Director of A Plus. “Our new CRM infrastructure is a key mechanism to optimizing the delivery of our A-Plus plant support services solution to end-customers. The Call Management and Technical Assistance functionality will enable us to build and maintain an extensive technical knowledge base on customers’ installed base configurations and service history. This capability will allow us to resolve approximately 80 percent of all service requests via the telephone support and enable us to provide emergency field service response on a guaranteed, rapid basis.”
A Plus is a value-added manufacturing plant support service that offers clients a single point of contact, remote performance monitoring, and technical support management to maximize manufacturing productivity and up-time. A Plus provides 24 x 7 monitoring and remote diagnostics via a secure, webbased software solution and integrated control system technology. A3 offers three different levels of service support based on the client’s business requirements and offers 24-hour emergency dispatch services. The A3 professional engineers constantly monitor the intricate electronic control systems, network connections, and data interfaces across the manufacturing process line to maximize performance. When a failure occurs they notify the appropriate engineer, monitor the repair, and track the results to map failure trends. With today’s cut backs in plant engineering staffs, A3’s engineers are able to augment existing staffs and provide recommendations that greatly improve production performance.
About Advanced Automation Associates
Advanced Automation Associates (A3) is a manufacturing solutions company that helps our clients to solve manufacturing process challenges, automate system control processes, and to integrate supervisory and data management systems to the corporate enterprise. A3 has deep experience in the pharmaceutical, food, beverage, and the commercial printing industries worldwide and is the largest independent controls systems integrator in the world. A3 and has been the industry leader in establishing process control and manufacturing automation standards since 1984. Additional information about the company is available on their web site at http://www.advancedautomation.com.
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