Tetra Pak’s improved Remote Support service aims to minimise disruption more than ever thanks to industry-leading innovations and features, giving customers predictability and peace of mind.

For food producers operating production plants, one nightmare scenario looms over all others – unplanned downtime. Doubly so when this occurs outside regular office hours. “Operational predictability allows customers to achieve accurate production output from their forecasts,” said Vic Stockman, vice president of services for Tetra Pak US and Canada. “It’s key when it comes to planned and unplanned equipment downtime.”

This is why remote support leans heavily on the concept of ‘remote’ – as Stockman puts it: “The service places a subject matter expert in the middle of troubleshooting efforts virtually and over the phone, bypassing the delayed response time that comes with having a technician travel to a site. It brings fast and immediate support to our customers’ counterparts on site while working to resolve a problem or issue.”

Alexander Starck, service sales manager for Tetra Pak (Schweiz) AG, notes that the Remote Support offering has been tested and developed over several years to become the global solution it is today. “We have teams of world-class experts on duty, day and night – this gives the customer a guaranteed reaction time of less than one hour,” he said.

“We have put enormous efforts into setting up a structure that has the right tools, systems and supporting technical staff, in the right time zones globally,” added Stockman. “That gives customers a fast response and the right level of technical coverage, all in a convenient and straightforward service offering.”

And such an unrivalled track record of success – in 2021, Remote Support’s resolution rate for packaging and processing was 80%; for automation, it was 100% – is now being augmented with the latest digital tools and industry-leading innovations. For example, virtual support is available through the channel of customers’ choice, with real-time text-to-text translation in over 100 languages via WhatsApp and email.

Then there’s Visual Assistant, the new, industry-leading virtual channel that employs real-time assisted reality annotation and interaction, alongside live video speech-to-text translation, to give greater clarity and understanding. By “sharing what you see,” Tetra Pak experts can now walk customers through troubleshooting like never before, instantly identifying issues and possible solutions.

This makes Remote Support a key tool for Tetra Pak customers to ensure that unpredictable situations are addressed as quickly and swiftly as possible. And with multiple service packages available – “the level of service can range from an ad hoc basis without a contract through to a pre-allocated number of support calls/sessions per contract or an unlimited hours arrangement,” Stockman commented. “It’s all a matter
of sitting down with the customer and defining their needs.” – Remote Support is flexible too.

It all adds up to a modern approach to issue resolution that saves time and money, and gives you greater convenience and peace of mind, wherver you are in the world.