Bespoke support
75% of the support requests can be handled and resolved quickly via remote connections. In order to make this kind of service more effective, SCM has implemented a series of state-of-the-art solutions combined with the experience of our specialised technicians.
An effective solution to problems is a key pillar of our technical support, and indicates the constant commitment to providing top-quality technical support, guaranteeing maximum operating efficiency.
Beyond support: MyPortal to get the most out of your machine
With MyPortal, the access portal to all SCM services for clients and partners, not only can you request support over the phone, telematically or via augmented reality in the event of a breakdown, but also select spare parts and access documents on maintenance work. Furthermore, MyPortal offers you different solutions to optimise the use of your machines, improving performance and operating efficiency.
Priority support
Support and connection in augmented reality for the entire range of machinery, allowing for real time transmission from the operator’s point of view to the remote technician. The display of documents, two-way communication and the sharing of screens, drawings, technical blow-ups and check lists occurs without a hitch. In addition, communication with the remote team occurs in text/voice mode with the possibility of receiving direct notes regarding the documents.
All the advantages of SCM remote support
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Rapid answers and immediate solutions:
75% of the requests for support are handled effectively and rapidly thanks to advanced remote connections.
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State-of-the-art technologies:
Innovative solutions, such as augmented reality, improve the interaction between operators and technicians, guaranteeing more accurate and detailed support.
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Reduction in downtimes:
Identification and resolving problems in real time minimise the machines downtimes, ensuring continued operation.
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Centralised access to services:
Via MyPortal, it is possible to easily control technical support, select spare parts and maintenance, all from a single platform.
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Optimised communication:
Text/voice mode dialogue channels, with the option of sharing documents, technical blow-ups and visual notes, simplify the collaboration between local teams and remote technicians.
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Customised support for your range of machinery:
Customised support that adapts to the specific needs of each customer, guaranteeing maximum efficiency and reliability for all the machines installed.
Discover SCM Remote Support solutions
The skill and commitment of our team of experts, allows us to provide fast, reliable solutions for every technical problem. Our dedication is unbeatable, and we work constantly to guarantee a support experience that surpasses expectations.
FAQ
Remote support service is technical support provided via computer and over the phone, to solve problems linked to your SCM range of machines. Our experts can diagnose and solve breakdowns and malfunctions without the need to intervene on site.
The remote support contract guarantees full cover to your range of machines.
After contacting us, one of our experts will guide you through the procedures required to diagnose and solve the problem. We use remote connection software to access the machine controls and provide a real time solution.
You can contact our remote support service via MyPortal, SCM’s platform with all the services for your machines. After opening a ticket, you will be given instructions on how to solve the problem.
We try to answer within 24 hours of your request during working hours. In some cases, more time may be required, depending on the complexity of the problem.
Before opening a ticket via MyPortal, make sure you have the machine’s serial number to hand and, if possible, a detailed description of the problem encountered. This will help us diagnose the condition of your machine faster.
If the problem can’t be resolved via remote support, we will arrange for one of our specialist technicians to come to your site
Contact us for further Information on the cost of the contracts.