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We are an automation company, but our services certainly don't end the moment we hand over a machine or production line to the customer. These services include a full package of maintenance and bespoke consulting services. This applies to automated machines from ICE as well as machines from other suppliers with less accessible service. Our consulting largely pertains to the software of automated lines or individual machines, and thanks to our extensive team of experts, we can also meet requirements from construction or electrical installation.
Partner on the Phone
"Our customer hotline was naturally established based on good relationships with customers. It's built on trust. Customers can trust us because we understand the current increasing pressure on production efficiency, where twenty-four-hour service often lacks human or time capacity," explains Zdeněk Ondráček, senior software developer and coach of the software team.
Efficient Planning
We have an automated ticketing system that precisely schedules each customer support request. By having the service precisely specified in advance, we can plan it well, even for complex problems, including the work of individual experts. Thanks to this, our technicians are able to solve 90% of requests over the phone.
The Curious Dr. House
24/7 means our technicians really do pick up the phone day and night. However, the exact time of their availability is always arranged according to the customer's requirements and working hours. Our hotline person is a bit like Dr. House, who might have been a bit of an oddball, but thanks to a series of targeted questions, he could make a brilliant diagnosis.
Initially, we just need to know what happened before the breakdown and who was present. If the problem can't be solved right away and it's necessary to look directly into the software, our technician connects online remotely to the machine and usually fixes the fault. If that's not enough, one or more site visits follow, which we can arrange for the next working day.
Understanding Machines Means Preventing Problems
We offer post-warranty service services not only for our own machines but also for machines from other manufacturers. These can be new, complex machines from other branches in Europe, with which there is not much experience, or machines with limitedly available service. We can also repair software on machines long out of warranty, for which spare parts are no longer made and need to be refurbished.
At ICE, we understand 24/7 service and maintenance as a full range of services aimed at timely identifying problems or preventing them. Just waiting for something to break is definitely not our style. We want satisfied customers who can rely on us.
Through Our Customer's Eyes
"We have been cooperating with ICE Industrial Services since 2018. We initiated our collaboration during the modification of a press robotic line for the production of heat exchangers. Based on their performance, we expanded this cooperation over the following years to include SW service of the line with service readiness, which the company provides and which ensures us support in a 24/5 mode. We also cooperate in the development of new production technologies and plan to approach them for our future projects. This company is characterized by high professionalism and flexibility, and they always provide expert advice and assistance."
Jaroslav Kaderka, Global Technical Manager, HEATEX CZECH REPUBLIC, s.r.o.
24/7 in Summary
