Sidel customer support goes 24/7

By George Reynolds

- Last updated on GMT

Related tags Technical support Customer service Sidel

European plants using Sidel packaging equipment can now get
round-the-clock day technical assistance over the phone, helping to
reduce production delays in the event of problems, the manufacturer

Firms are progressively switching to 24-hour operations to meet rising demands for increased productivity. Machinery faults and maintenance problems can cause costly delays to production lines, and halt operations in extreme cases.

When problems occur with machinery, taking the wrong course of action due to a lack of expert advice can intensify and prolong delays in production.

Sidel is now offering over-the-phone technical assistance to customers calling from Europe as well as those operating in Africa and the Commonwealth of Independent States. Previously, out-of-hours support was only available to the US and Asian customers.

Assistance covers all of Sidel's equipment, including blowing, filling and labeling machines.

The service allows customers experiencing difficulties to speak with trained advisers across four support platforms in Atlanta (US), Octeville (France), Parma (Italy) and Shanghai (China). The main support platforms are backed up by a further eight regional offices throughout the world.

Once the problem is diagnosed, corrective measures and instructions can be given depending the geographical zone, and the technician can arrange shipment of spare parts when necessary.

The company said its global deployment of support services, combined with proximity to customers through local organizations, will result all customers receiving quick and efficient responses.

Over-the-phone diagnosis and advice may provide a quick and effective solution to the problem, enabling production to resume normally.

Where the problem is more serious and on-site service is required, a qualified technician, from 800 working worldwide, can be dispatched the following morning.

Sidel has 5,000 employees worldwide and is a division of Tetra Laval.

Related topics Processing & packaging

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