We utilise internet based remote connections to equipment where possible at the same time as telephone/video calls to the user, to aid in troubleshooting, fault diagnosis, making remote adjustments and even providing remote ad-hoc user training. This allows us to provide rapid and extremely effective support and often resolve issues remotely within a very short time.
CRM Tracking
All queries and complaints are logged on our award winning CRM system for tracking and traceability and can provide reports showing various Service Level Agreements and Key Point Indicators.
24/7 Telephone Support
We offer telephone technical support as a 24/7 resource. If your customers operate out of normal hours then so can we, ensuring constant availability of support. This is particularly beneficial for customers running weekend clinics and shift patterns in routine laboratories.
Telephone Resolutions
For certain diagnostic instruments we have measured that 65% of cases logged are resolved over the telephone in conjunction with the customer, which means no on-site visit by a Field Service Engineer. This equates to a shorter instrument downtime and a more informed end user.
We utilise internet based remote connections to equipment where possible at the same time as telephone/video calls to the user, to aid in troubleshooting, fault diagnosis, making remote adjustments and even providing remote ad-hoc user training. This allows us to provide rapid and extremely effective support and often resolve issues remotely within a very short time.
CRM Tracking
All queries and complaints are logged on our award winning CRM system for tracking and traceability and can provide reports showing various Service Level Agreements and Key Point Indicators.
24/7 Telephone Support
We offer telephone technical support as a 24/7 resource. If your customers operate out of normal hours then so can we, ensuring constant availability of support. This is particularly beneficial for customers running weekend clinics and shift patterns in routine laboratories.
Telephone Resolutions
For certain diagnostic instruments we have measured that 65% of cases logged are resolved over the telephone in conjunction with the customer, which means no on-site visit by a Field Service Engineer. This equates to a shorter instrument downtime and a more informed end user.
Our experienced technical support specialists can be available to answer customer queries ranging from trouble-shooting of instruments, diagnosis of technical problems, assistance with instrument setup or programming, organising Field Service Engineer visits, to enquiries relating to storage of products and pack insert requests.
At Aspect Scientific Ltd, our staff can be the interface between the end user and your business. We pride ourselves on our telephone support as this is the first contact for a wider service. Our highly experienced ex Biomedical Scientists within our technical support team are there to take customer calls, ensuring we understand customer’s needs. The team will instantly aid the troubleshooting process, triage the instrument issue, provide answers to the customers query or coordinate further support activities.
If you are interested in having our team take some of the heat off your sales and marketing staff, we can take care of your first line technical support on your behalf through developing a tailor made solution to fit yours and your customer’s needs.
Download our Aspect Scientific Third Party Service Flyer for more information on our range of technical services.
