Galdi’s Customer Support service: expertise and state-of-the-art technologies available to customers
Remote support, advanced diagnostics and digital tools for increasingly efficient and prompt support
Galdi’s customer-focused approach ensures that production continuity, quick response times and expert support are prioritised.
The company's Customer Support service is therefore built on an organisational model, whereby specialist technical expertise and digital tools work in synergy to ensure prompt and effective after-sales assistance.
An Integrated Approach to Technical Support
The service involves professionals from various fields within the company, including the Help Desk, Technical Department, Automation and Machine Intelligence.
This cross-functional cooperation allows Galdi to deal with requests of varying complexity in a structured manner, including operational reports swiftly handled by frontline support, right through to the most complex troubleshooting tasks requiring the involvement of highly specialised staff.
The goal is to provide customers with quick and effective technical support by reducing machine downtime and ensuring maximum operational continuity for packaging lines.
An increasingly connected approach to handling requests
With this in mind, Galdi is introducing a new Contact Centre platform built into the company’s CRM system. It is designed to make the handling of requests even smoother and more efficient, partly thanks to embedded AI-based features specifically for managing incoming information.
The system will embrace an omnichannel approach, allowing customers to interact via various communication tools, including e-mail and WhatsApp, by making it easier to access technical support.
Automating certain preliminary tasks, such as opening and classifying tickets, will help to speed up processing requests for support and streamline operational workflows.
Omnichannel management built into a single CRM system will also make it possible to centralise information and develop a structured, shared knowledge base over time, making it easier to manage recurring cases and helping to further reduce response times.
Remote Diagnostics and Advanced Machine Analysis
Remote connection and advanced diagnostic technologies also play a key role in the support service.
IoT connectivity of the machines installed allows Galdi’s technicians to connect remotely in order to access historical data and logs stored in the PLC. They can also view the HMI interface of the machine in real time, directly interacting with the system and assisting operators during testing and troubleshooting.
This approach facilitates detailed analysis and accurate pinpointing of the causes of any operational issues.
The Galdi RemoteCare service and monitoring performance
Remote diagnostics activities are integrated with the features offered by MaSH, the system designed to monitor line performance. MaSH provides a comprehensive overview of production performance, whereas the analysis of machine logs enables a more detailed assessment of specific aspects relating to technical troubleshooting and handling any operational issues.
These technologies are the cornerstone of the Galdi RemoteCare service, designed to support customers in the day-to-day management of their lines and help maintain high standards of production efficiency.
From support to ongoing improvement
The Customer Support service also provides a strategic source of information for the ongoing improvement of solutions from Galdi.
The data collected in the field, along with feedback from machine operators, contributes to the development of technical updates, new functions and innovative solutions for packaging machines.
By analysing the operational requirements identified during assistance and support activities, new upgrades for the RG270, one of Galdi’s bestsellers, have been developed and implemented. The improvements introduced have focused on aspects relating to performance, ergonomics, user-friendliness, production efficiency and maintenance in order to make the machine increasingly intuitive, reliable and flexible for day-to-day operations.
By constantly communicating with customers and industry professionals, Galdi turns the experience it has gained in the field into practical solutions, developing services, technologies and upgrades designed to improve the operational efficiency, production continuity and reliability of its packaging lines.
Reliability, production continuity and prompt support are at the heart of Galdi’s services.
Contact us to find out how we can help improve the efficiency of your packaging lines.
