As a manufacturer of label converting solutions, Prati has made it a priority to provide all customers with access to the quickest possible support service. This dedication to customer service has led to the launch of Fastlane Support. 

Fastlane Support is an online tech support tool designed to streamline requests for technical assistance, with an emphasis on less paperwork, fewer phone calls, more speed, and greater satisfaction.

Accessible to all Prati’s customers 24/7, the online platform is personalized with a complete list of machines installed for each customer. Secure access takes the customer to their own page with machine details and serial numbers. Once the machine is selected, a menu provides an exhaustive list of potential alarms, malfunctions or other issues. The customer chooses the most appropriate one and adds a more detailed description, attaches a photo or videoclip and clicks the send button.

“We receive the request immediately and without needing to call back to check basic details, our technical staff start to work on the solution,” says Prati. “The customer tracks status online at any time, making it easier to foresee a schedule and envisage reaching a solution. As soon as we receive your online request, we get in touch, treating your request according to your ticket registration on the Fastlane Support platform.”

The benefits of Fastlane Support include:

• All machines details, online, are located in your personal webpage
• Just three steps to ask for support and no need of phone calls, written emails or messages
• The online platform is open 24/7, regardless the time zone
• The status report is online