ITC Dosing Pumps has always stood out for an after-sales service based on providing assistance, support and involvement with our customers and their projects.
Marcel Llimona, team member of ITC’s Technical Support Department. He is an experienced employee in the company, and he is very familiar with its customers and products, since after his long career at ITC, he has worked with hundreds of company pumps, controllers and sensors.
Today we meet with him to learn about his day to day, his work and that of ITC’s Tech Support department.
Marcel, what is your role within the company?
I am currently part of the Tech Support Team, although I am also involved in verification processes of our controllers and, occasionally, in the installation and start-up of our products.
Within your day to day, what are your duties regarding the Tech Support department?
One of my main responsibilities is to attend to customer inquiries, usually by phone or e-mail, and help them solve all the problems or doubts that they have, both in the handling of ITC products and in their installation.
How has the department dealt with this difficult year in terms of business trips and visits to customers?
This year, with the impact of COVID-19 in our lives, we had to adapt the way the department worked, and we have opened ourselves to all possible channels of communication.
Thanks to the option of making video calls through our DOStream Service, we have been able to help our customers in real time. This tool allows us to really see the problem they have and understand, even better than by phone, what the situation of the customer and the team we are dealing with is.
It also allows us to perform technical demonstrations of how to repair and configure a pump or equipment.
DOStream has even allowed us to make virtual tours to our workshop and our factory, which has been really very positive.
“Thanks to DOStream we can discuss and recreate the problem that the customer has to solve it in the easiest and most visual way possible.”
What are the means of the department to provide this technical assistance to all your customers?
We have a website with a lot of information and support material for our customers, such as technical documentation of our products, video tutorials on maintenance and configuration of the equipment, and we also offer the traditional contact channels of the Tech Support department: telephone, e-mail and WhatsApp.
In addition, thanks to the new communication tool that I mentioned before, DOStream, with a camera and our “training lab” we can discuss and recreate the problem that the customer has to solve it in the easiest and most visual way possible.
Moreover, ITC has a multidisciplinary team, very versatile, close and always ready to help our clients.
What do you think is the success of ITC’s Tech Support department that makes it a trusted provider?
The fact of being close to our customers makes them trust our solutions. We are not a telemarketing department, we are actually solving their problems, and through this closeness that DOStream gives us and our previous experience with traditional channels, we are able to recognize their concerns.
“For us, the minute a customer contacts us, it becomes a priority and is assisted as soon as their request is received.”
So, what is the response time to an incident?
We could say that it is usually immediate. For us, the minute a customer contacts us, it becomes a priority and is assisted as soon as their request is received.