Prati debuts online technical assistance platform

Fastlane Support is an online tech support tool designed to streamline customer requests, resulting in less paperwork, fewer phone calls and better service.

Prati has officially launched Fastlane Support, an online technical assistance platform designed to improve customer service. As a manufacturer of label converting solutions, Prati made it a priority to enhance its global reach, providing all customers with access to the quickest possible support.

Fastlane Support is an online tech support tool designed to streamline requests for technical assistance. Customers will experience less paperwork, fewer phone calls, more speed, and greater satisfaction, the company says.

"Accessible to all our customers 24/7, the online platform is personalised with a complete list of machines installed for each customer," the company states. "Secure access takes the customer to their own page with machine details and serial numbers. Once the machine is selected, a menu provides an exhaustive list of potential alarms, malfunctions or other issues. The customer chooses the most appropriate one and adds a more detailed description, attaches a photo or videoclip and clicks the send button. It’s as simple as that."

Prati receives the request immediately and, without needing to call back to check basic details, its technical staff start to work on the solution. The customer can track the status online at any time, making it easier to foresee a schedule and envisage reaching a solution.

"As soon as we receive your online request, we get in touch, treating your request according to your ticket registration on the Fastlane Support platform," adds Prati.

There are multiple benefits to this platform. Customers have all their machines' details online in their own personal webpage, and there are just three steps to ask for support and no need of phone calls, written emails or messages. The online platform is open 24/7, regardless the time zone, and the the status report is online Customers will receive Fastlane treatment for each request, as this contributes to everyone’s efficiency.