Pregis creates new tech support standard via 'on demand' service model; beta test reflects 85% phone resolution within 15 minutes

Pregis Corp. is announcing a new standard in packaging industry tech support.

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Users of the company's protective packaging equipment and systems can now receive “on demand” service by calling the just-launched, toll-free Pregis Service Hotline.

“There are several elements to the Pregis Service Hotline that are significantly different from most business-to-business tech support models,” explains Jim Arturi, technical service director, Pregis. “Although we pride ourselves in manufacturing equipment that can operate in a punishing packaging environment, dealing with parts that need to be changed, as well as other service issues, is unavoidable. When this occurs, our objective is to get the equipment up and running within minutes—not hours or days, which is the industry norm.”

In most packaging industry technical support scenarios, the facility has been given a technician to call to address troubleshooting issues. However, if that person has been deployed to another facility or for some reason is not accessible, it is possible that several hours or more can elapse before the call can be returned. Then, it can take up to an additional day for the technician to make their way to the facility.

“It is never desirable for a packaging line to be down for several hours—let alone several days. Pregis wants to do everything possible to make sure that this doesn't happen to its customers,” Arturi said.

The Pregis Service Hotline is manned 24/7 by “live” staff. No prompts, call trees or hard-to-understand, offshore representatives. Most of the time, the person answering the phone will be an actual tech support technician with many years of field experience. If not, the call will be immediately patched through to an available tech support expert.”

“During the Pregis Hotline beta launch, we were able to solve 85% of the issues on the telephone within 15 minutes. This shaves hours—even days—off of the typical technical service experience. We are excited to bring this new level of support and service to our customers,” Arturi said.

Pregis Service Hotline

The Pregis Service Hotline is currently available to all North American customers and supports the company's full line of protective packaging equipment. (Support is available in both English and Spanish.) This includes Pregis' AirSpeed® cushioning on-demand systems, the IntelliPack® foam-in-place/foam-in-bag line and the GeoSpeed™ crumpled kraft paper machines. Service can also be accessed through the company's website or email: partsandservice@pregis.com
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