Case Study: SC Pharma, Romania

Did you know we already solve over 45% of repair calls remotely?!

See our case study below and read how we are helping customers with our advanced technical support.

SC Pharma are a long-standing and valued client located in Bucharest who reported a strange noise coming from one of the instrument turbo pumps.

  1. Our engineer, Jim contacted them within 10 minutes to give remote technical support and advised them to switch off the instrument.
  2. Concerned about Coronavirus & our engineer travelling to site the customer suggested we would have to wait until the travel restrictions had lifted to solve this problem.
  3. As uptime is a priority for this customer we decided it was time to implement our Emergency Advanced Remote Support Strategy (EARS)
  4. A replacement pump was sent to them for a pre-10am delivery.
  5. The pump was received by the customer next day.
  6. Jim sent a detailed document instructing the customer how to change the pump and spoke to them throughout the repair.
  7. Customer was up and running again within 72 hours of their breakdown call.

Our customer said,” We are lucky to have such a good team at Providion to help us every time we need! Thank you all! All the best!”

Please contact us with any queries and we will be happy to help wherever we can.

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