ROCKWELL Automation has made a multitiered technical support program called TechConnect available to its customers across Australia.
It is an integrated program of phone support, software updates, technical reference tools and support management services. Over 90% of calls reach a technical expert immediately. First-time resolution of problems is achieved in 50% of cases. The support program provides coverage for an entire industrial site's automation system, rather than tying the support to individual product items.
The system is intended as a maintenance tool. Customers are encouraged to call at the earliest signs of a problem. In this way the service can act as an extension of the customer’s maintenance and IT departments.
Existing case histories have been transferred from older technical support program to ensure continuity of support.