Why
Customer FIRST for OEMs?
The
Customer FIRST program is the foundation of our service and support
relationship. A Customer FIRST for OEMs agreement provides an assortment of
services designed to ensure your machine performance and to reduce the cost of
ownership for you and your customers. The program provides convenient access to
highly skilled resources to remedy any technical issue that you experience as
you adjust, fine tune, and upgrade your software solution. Whether planning a
new machine design, optimizing a mature machine or preparing for a major
upgrade that can help position you for success in your market, with Customer
FIRST for OEMs you choose the program level and options that best meet your
business requirements. Consider the following questions as you assess your
specific needs:
- How quickly can you identify a software issue if a malfunction occurs?
- Can you troubleshoot and resolve issues?
- Do you have experts to help support your customers 24/7?
- Can you benefit from a single point of contact for technology-related questions and coordination to support the issue and problem resolution for you, your team, and the end user?
- Do you offer support packages to your end user, and how can you ensure they are providing benefit and also manage your costs?
- Are your team and the team of the end user properly trained?
- What commitment does your end user expect from support resolution?
- Do you need to provide uptime guarantees to your end user?
- Providing you with the level of support services that you need to successfully address your specific issues and challenges is what Customer FIRST is all about.
Program
Highlights
Technical
Account Manager: Veteran support engineer who knows your OEM business and your
solutions very well, and also knows why questions are asked and how to react.
You
get a dedicated resource available exclusively to our OEM partners
Support
Transition Services: Solution support engineers engage in the implementation
phases or hands-on training to gain an in-depth knowledge and understanding of
the OEM solution and key integration points. This process helps to transition
expertise and to support the solution after development.
Application Support:
Our knowledgeable solution support engineers are subject matter experts trained
on your solution and are a phone call away should you experience any issue with
your OEM solution.
Solution Consulting Services: Applications and demands from
the end user will require updates of your current system to meet changing
business needs and evolving manufacturing processes. These services help you be
more agile and responsive to future market-driven changes.
Upgrade
and Assessment Service: Over time, an OEM solution will require an upgrade to
remain compatible with changes in the market or with end user demands. Our
Customer FIRST services will allow you to understand the current state of your
software and plan for the future as well as strategic direction for software
lifecycle management.
Related
posts:
- Wonderware Software Solutions Key Benefits and Capabilities for OEM’s and VARs
- Maximize Your Business and Machine Performance with Innovative Solutions for OEMs
- What are the Wonderware OEM products?
- Trends in Packaging Automation, and How to Leverage Them When Developing HMI Applications
Wonderware O.E.M.
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