Our remote service guarantees the continuity of our customers activity
The situation the world is living due to coronavirus (COVID-19) offers unique opportunities. We are sailing uncharted waters splashed by uncertainty, which is why it is important to develop new work methodologies, broaden communication channels and, at the same time, take care of our people and customers.
The impact of the global COVID-19 crisis has significantly strengthened the value of remote services, as we are carrying out from ALCONZA since movement restrictions were imposed around the world. Our goal is to guarantee with this new work methodology the correct support to all our customers, for them to achieve their project objectives.
In these challenging times, ALCONZA is undertaking a firm commitment to remote services. As an illustration, a couple of clear examples: a Factory Acceptance Test (FAT) for a new stator complete winding, where the client could not attend, until the resolution of incidents via conference calls, through which Alconza’s Customer Service provides the necessary instructions for the solution.
Up to now, remote services were known via the most common tools, like phone calls or emails. However, new videocall technologies, electronic clouds and even virtual reality are broadening the possibilities in this field. The main aim of this digitalisation process is to carry out a complete remote monitoring system.
All of Alconza’s customers can now request a FAT (Factory Acceptance Test) and remote diagnostic services, as well as activities required to resolve any incidence on board a vessel, whether on the high seas or in port.
Due to the current limitation to move our team around the world, we at Alconza believe that the use of remote services is currently the most efficient way to be close to our customers; what’s more, we are convinced this is the future. Let’s take advantage of the lesson learned
Alconza, through its Customer Service division provides customers integral and flexible solution for its whole range of generators and motors, both in the marine, hydroelectric or industrial sector, offering technical support, maintenance, spare parts and training during the Life Cycle of its products.
Alconza’s Customer Service is a dynamic service adapted to our customers’ needs, minimizing downtimes during preventive maintenance and acting 24/7 in reactive services, both in person or remotely. This Service complemented with the supply “on condition” of original spare parts and major components, like rotors or complete stators, to enable a “plug & play” fast installation and commissioning on site, always under the supervision of our technicians.
Formed by a team of highly experienced and qualified technicians, their priority is Customer Satisfaction and the Continuous Improvement of our products and services, with the latest diagnostics equipment and providing international and offshore coverage. The specific maintenance programmes of Alconza’s Customer Service allow the guarantee conditions to be extended up to 60 months from the date of delivery of the product.