Innovative Approaches to Always-On Service and Support

For customers and OEMs, it isn’t enough to have a state-of-the-art packaging system; service needs to also meet the highest standards. Pearson Packaging Systems’ Rolando Pena, Director of Customer Service, and Brian Patrick, Vice President of Engineering, spoke about the many service options Pearson provides to its customer and OEM base and how their service model is a value add.

Pena said that Pearson strives to provide its customers with service approaches that meet their needs as promptly as possible, no matter when that service need should arise.

“And, from the OEM side, we’re looking to give our customers more capacity from our service teams,” Patrick said. “How do we make that happen faster? We want to be able to get the experts connected quickly.”
So, how does Pearson make these service needs happen? It’s through a combination of field and remote support.

“At Pearson, we have a tech support team that’s available 24/7,” Pena said. “We utilize those resources to help our service techs in the field when doing installations, but also with our customers, making sure that they can reach out to these resources.”

Pearson provides several tech support resources and tools for customers and OEMs. One recent tool added is Vuforia Chalk, which allows Pearson to connect directly with the customer on the phone while they are on the shop floor, see what the customer sees and help guide them to fix the issue.

And Pearson also employs an E1 connection that gives them direct access to the customer’s machine to diagnose and resolve problems remotely. And, for those customers who do not have the infrastructure to support these technical capabilities, Pearson always has a customer support team available to speak with on the phone.

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