Mecapack & Kolus
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Présentation
Founded in 1934, Mecapack stands out as a specialist in the design and manufacture of packaging machines. Innovative and oriented towards sustainability, the French company provides a complete range of solutions for vacuum packaging, thermoforming and sealing, meeting the specific needs of the food, pharmaceutical and industrial industries. With a deep commitment to improving production efficiency and reducing environmental impact, Mecapack is establishing itself as the reference partner for efficient and environmentally friendly packaging solutions. By focusing on innovation and quality, Mecapack supports its customers in achieving their productivity and sustainability goals.
Requests resolved on the first call
km of trips saved
savings per year thanks to video assistance
La problématique
In a context where the customer base is varied, including non-technical operators, technicians not trained on specific machines and experts, the establishment of effective and accessible technical support is becoming a major challenge. The need for a solution that allows rapid communication and without technological barriers is essential to ensure accurate diagnoses and remote fault resolutions. The challenge therefore lies in the ability to offer technical assistance that is both intuitive and comprehensive, capable of facilitating the exchange of critical information without requiring specific software or applications to be installed, while adapting to a heterogeneous audience at the international level.
La solution Kolus
Mecapack, recognized for its innovation in the design and manufacture of packaging machines, has chosen the Kolus video assistance solution to revolutionize its technical assistance service. This integration allows Mecapack to offer its customers, in France and abroad, immediate and effective assistance in the face of technical challenges. Kolus's ease of use, allowing for a quick connection via link without downloading, greatly simplifies the support process, making problem resolution faster and less intrusive to customer operations.
Mecapack's adoption of Kolus is a testament to its commitment to providing exceptional customer service, reducing response times and improving the quality of remote diagnosis. The platform's advanced features, such as live annotations and file sharing, enrich the support experience, allowing Mecapack technicians to guide customers accurately. This approach is part of Mecapack's desire to continue to be at the forefront of technology, while guaranteeing optimal customer satisfaction.
“We use Kolus for the technical support of our customers in France and internationally. Our customers appreciate the simplicity of implementation. There is no software or application to download/install.”
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