How one man’s dedication and BOBST’s remote assistance got a customer back up and running in only six hours
China was hit by the Corona virus at the same time as their biggest holiday was coming up, the Chinese New Year. The last days before the holidays is a time when companies make their utmost to deliver on their promises and everyone wants to go back to their families to celebrate the New Year.
So did Mr Li Tongxing, Electrical Engineer and in charge of the technical support at BOBST Greater China. But he was contacted by Mr Zhao Chao, Production Supervisor at Shan Dong Renhe, a supplier to the pharmaceutical industry based in the north of China.
Mr Chao called BOBST and had an urgent need for help with a die-cutter that wasn't running as expected. Mr Zhao Chao at Shan Dong Renhe said: “ we had an electrical failure on a die-cutter, and the machine cannot run at high speed. We had tried but we couldn’t resolve it by ourselves. It had seriously affected the production efficiency, and a large number of orders are waiting for production. So I asked Mr Li Tongxing if he could send a BOBST technician to our factory?” .
“I could feel the customer's anxiety over the phone, and I decided to postpone my vacation to help the customer. I understood from the conversation that they didn't have the correct technical knowledge and personnel in place. Given the situation of the Corona virus we were unable to send a technician to the customer’s plant due to the quarantine policy issued by the government. So I tried to support them via our remote assistance service”, said Mr. Li Tongxing.
After six hours of remote support and continuous conversations with the customer over the phone, the issue was solved.
“I am very grateful for the full BOBST support at this important moment, and that the machine could be back up and running at full speed as usual. It clearly strengthened our trust in BOBST services”, said Mr. Zhang Chao.
BOBST Connected Services and remote assistance helps customers all over the world in times when travel is not an option.
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