RAX’s philosophy is to ensure full customer satisfaction after a system is installed. RAX has a team of dedicated service engineers to provide swift support to customers in case required, wherever they are located.
Our first line of support is via hotline. Hotline and remote online maintenance support are very effective at rapidly solving the majority of issues encountered; we estimate over 90% of issues are solved in this way. Embedded cameras in some of the equipment facilitate problem solving.
These cameras are standard with many of the systems supplied, but can also be added as necessary. Each of our customers can choose the level of support that they require in the service contract agreed. This covers hours of service, Planned Preventative Maintenance (PPM) visits, and on-site visits.
Our experienced and highly qualified service engineers are trained in the full range of our equipment, but can also call on the dedicated professionals of our technical team for further support as required. Stocks of spare parts are held at our office locations, but also usually at our installed sites, to ensure easy availability.
Laurent De Santi
“The mission of the Hotline and of the Service Department is to maintain customer satisfaction at a high level, to achieve this it is very important for us to master and understand perfectly our solutions installed, because these have many component technologies.
In order to limit downtime, we have a twin pronged approach to servicing. First, we carry out several preventive maintenance visits per year to pre-empt wear and tear. Second, as soon as a technical problem is apparent, we initiate corrective action.
We also train the customer, because our role is to show them how to use the system to its best. We train them to carry out first line service, which enables simple errors to be rapidly resolved, and the system to be rapidly functional again. This also limits service costs and response times.”