New era of Metrel technical support
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Continuous innovation is one of our core tenets and is not limited to products, but also services – including technical support. With the growth of product portfolio and increasing complexity of latest products the technical support department faced new challenges that were difficult to overcome using existing procedures and workflows. We have therefore decided to streamline the entire process, improving our response times, quality of support and enabling complete traceability of support requests.
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Introducing the Metrel Helpdesk, an online service that enables enhanced user experience, incomparable with traditional way of communicating with technical support. Instead of sending them through e-mail, technical support requests will be processed through a software application, which offers several extremely useful and time-saving features, including:
- Users can see the current status of each issue.
- Better overview of all open and closed issues by date, product model, type of issue etc.
- Easier sharing of issues with other users (second opinion, more exact answer etc.)
- Traceability of issue resolution.
Technical requests will still be answered and managed by our technical support manager Anton Sečnik who will have a better overview of status and urgency of each request and easier time sharing specific questions with product managers and service and calibration personnel, who may offer better, more comprehensive answers. The main benefit for the user will of course be easy viewing and tracking of the status of his/her requests.
Henceforth all technical support related communication (issue reporting, technical questions, service & calibration etc.) are to be sent through the Metrel Helpdesk and not through usual channels (e-mail).
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Metrel d.d.
| Ljubljanska c. 77 | | SI-1354 Horjul | | Slovenia |
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