Sitma launches remote customer care program
Italian company Sitma Machinery has launched "We Care," a customer assistance program based on advanced strategies to allow both predictive and remote work on machines and systems.
This allows the company to operate from a global perspective and cover diverse, constant needs. Though based on an advanced technological platform, the service focuses on the competence and experience of its operators.
Fabio Moro, After Sales Manager at Sitma, explained: “We Care will lead to an increasingly global, integrated and proactive approach in managing the post-sales phase. It operates according to the logic of predictive maintenance and servicing to improve line performance and operations.”
We Care is supported by a CRM strategy that was implemented first in sales and, more recently, in after-sales management to track and plan requests, needs and customer interventions in a smart way. The CRM operation is based on cutting-edge software.
Three macro areas make up the We Care program: After Sales, Consulting, and the Sitma Academy. Here as well, a team of specialists with key technical skills has been assembled to support the effort.
Moro explained: “For us, consultancy plays a fundamental role within the concept of assistance. At Sitma, we’re constantly studying new customer needs as they arise. We make ourselves available to evaluate solutions that improve production performance, and we propose customized programs that fully embrace the customer's needs while minimizing fixed maintenance costs.”
The Sitma Academy draws on more than 50 years of know-how to train customer staff that operate and maintain the lines. The company organizes customized training courses designed according to the needs of each individual customer.
Finally, the web provides additional support. A dedicated page on the corporate website allows customers to request information, assistance and advice. An e-commerce portal also lets customers order and purchase consumable components with ease. Soon, the platform will be extended to cover spare parts and machine components that are subject to wear.
Founded in 1965 in Italy, Sitma Machinery specializes in the design, construction and marketing of machines, systems and complete lines for the sectors: Packaging, Post-Press, DM / Transpromo and e-Logistics, with a platform of over 9000 units installed in the world.
The company operates in over 70 countries and has its main office in Spilamberto (MO). Three branches located in France, the United States and Japan, together with a widespread sales network, allow to operate on the global market, with an export percentage of 80%.