Web-enabled support package gives customers and the company detailed metrics to track support queries through to their satisfactory conclusion
RTS Life Science says that Peter Jarrett, the man brought in to overhaul its global customer support programme, has transformed its operation in this sphere in less than two years.
April 2005 saw the launch of its web-enabled support desk package.
Jarrett explained: "This sophisticated package gives both customers and RTS detailed metrics to track support queries through to their satisfactory conclusion.
"Following a big recruitment push, we have moved from being reactive to proactive, enabling customers to protect their investment's reliability and availability by keeping their systems updated with the latest technological developments".
In the USA, RTS Customer Support is headed by Ben Carey, a former RTS applications consultant.
He said: "Our increased resources mean we can now offer our customers support coast to coast.
"The team is composed of people from different disciplines, so we can cover the whole product and system spectrum.
"With a greater level of independence from our UK HQ, we now provide system support, technical sales and process optimisation".
RTS Customer Support offers two tiers of system cover.
In the Gold Package, the warranty on the system is extended with a comprehensive package of benefits, including a rapid response element, parts and labour and a whole lifecycle support programme.
The Standard Package is aimed at companies which have automation specialists in-house.
With this package, customers who feel a lower level of cover is adequate can access RTS assistance via the technical hotlines and also take advantage of the preventative maintenance service.
