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 Exton, Pennsylvania – August 18, 2004 – Advanced Automation Associates, Inc. (A3) has successfully implemented
enhancements to their customer relationship management (CRM) infrastructure in support of the company’s recently
launched APlus SM plant support services offering.
“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.
Media Contact:
Amanda Cook
Phone: 610-458-8700
E-mail: acook@aaainc.com
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