Service Excellence Mood

Service Excellence

To ensure that our customers get the best out of our products and solutions we provide a complete package of services.

Product & project consulting

Product & project consulting

Product objective: Competent advice during project planning and assistance in product selection.

Product description: Sales engineers are consulting projects during the design in phase with optional support from inhouse sales, product specialists, product management and technical engineers.

Customer benefit:

  • Competent service to address individual challenge
  • Our customer receives a solution and not just a product
  • We ensure the optimal product for the given tasks
  • We provide alternative products, in case it would be a better solution with additional features, for example

Feasibility studies

Feasibility studies

Product objective: Technical verification and feasibility analysis ofcustomer requests.

Product description:

  • Sampling according to customer requirements in our central European laboratory
  • Product selection and recommendation
  • Definition of parameter settings and application solutions
  • Detailed feasibility report with product recommendation

Customer benefit:

  • Qualified proof of feasibility by Panasonic Industry application experts
  • We provide processed samples if possible
  • State of the art equipment and testing tools in our laboratories
  • Detailed feasibility documentation incl. product selection and recommendation
  • Feasibility studies reduce risk of choosing the wrong components or products
  • Backup data storage
  • Feasibility report can also include videos, samples, pictures, …

Local laboratory tests

Local laboratory tests

Product objective: Multiple laboratories for analysis

Product description:

  • Temperature and humidity test
  • Optical inspections (Surface structures and measurements)
  • Electrical test
  • DMC Code Verification
  • Product selections
  • UV Spectroscopy
  • Laser transmission measurements

Customer benefit:

  • Possibility to visit and join the laboratory test
  • Enhanced services from a single source

Customizing

Customizing

Product objective: Customization of Panasonic Industry products according to customer specific requirements

Product description:

  • Customized cabling and interfacing
  • Re-packaging for immediate customer use
  • Customer specific mounting of connectors on Panasonic Industry sensors
  • Application specific setting of sensors
  • Sensors bundled with PLC/HMI as a solution

Customer benefit:

  • Fast installation due to plug & play products
  • Tailor-made products according to your individual requirements
  • Reduction of assembling costs

Installation support

Installation support

Product objective: We support our customer with the installation on Panasonic Industry products

Product description:

  • Analyzing the installation
  • Putting the Panasonic Industry related parts to service
  • Fixing bugs and solving problem on time

Customer benefit:

  • Direct contact to the Panasonic Industry experts
  • Saving time to finish the installation
  • Ensuring the optimal functionality after the installation
  • Our customer can be sure that the machine will be ready on time

Hotline support

Hotline support

Product objective: Hotline service (Level1) for European customers

Product description:

  • Support service for all Systems & Solutions products
  • Reachable during regular business hours

Customer benefit:

  • Highly trained technicians on the line
  • Support in local language
  • Fast problem solving
  • Clear and understandable information
  • Hotline is free of charge
  • Regular and professional feedback about status of problem solving
  • Close customer communication in case of more complex problems

Remote support

Remote support

Product objective: Fast remote diagnosis and problem solving via phone or TeamViewer

Product description:

  • Competent Europe-wide support by service experts via TeamViewer
  • Direct access to customer’s computer/installation on site for live problem demonstration
  • On site diagnosing and problem solving in collaboration with customer’s contact person

Customer benefit:

  • Direct support by experienced Panasonic Industry service experts
  • Worldwide support and high machine availability through remote diagnosis
  • Significant cost savings by avoiding travel costs and long downtimes
  • No costs and efforts for the return of products to Panasonic Industry

Hardware & software support

Hardware & software support

Product objective: Qualified support by experienced hardware and software experts

Product description:

  • Competent support by experienced hardware and software developers
  • Professional engineering equipment incl. test laboratories
  • Bug fixing via customer specific hot fixes
  • Evaluation of customer specific requests

Customer benefit:

  • Reliable hardware/ software solutions for your application
  • Direct support by experienced Panasonic Industry developers
  • Direct added value from our professional test laboratories and equipment
  • Fast and direct update for minimal downtime
  • Level 3 support directly from the developers

Inhouse repairs

Inhouse repairs

Product objective: Ensuring a fast and high-quality error analysis and repair

Product description:

  • Error diagnosis: Function test, error analysis, diagnose report
  • Determination of repair costs: detailed cost estimate
  • Repair: Function check, error analysis, troubleshooting, function test
  • Repair report: Detailed error report will be provided

Customer benefit:

  • Professional repair by Panasonic Industry Service Center
  • Comprehensive repair or new purchase recommendation
  • Cost security and quick price determination through cost estimate
  • Our direct contact to the development departments ensures thorough improvements in case of errors or repairs

Warranty & claim handling

Warranty & claim handling

Product objective: Extended warranty. Ensuring a fast and high-quality error analysis and repair

Product description:

  • Supply of original replacement and wear parts
  • Extended warranty period of 3 years for all factory automation products (for Laser Markers: 2 years)

Customer benefit:

  • Free pick up from the customer
  • An interface for all material returns
  • Time savings in the complaint processing
  • Fast and easy digital warranty & claim handling
  • Faster determination of errors in the event of a complaint
  • Extended warranty beyond 24 months
  • Direct contact to the technician at the service center
  • First report within six working days

Discontinuation consulting

Discontinuation consulting

Product objective: Qualified consulting for easy replacement of discontinued parts and to ensure continuous product availability

Product description:

  • Professional consulting in order to find an adequate substitute for obsolete parts at the end of the product lifetime
  • If required: update to the latest technology

Customer benefit:

  • The right substitute for your product and solution
  • Qualified consulting by experienced Panasonic Industry service experts
  • Continue production due to longer product lifetime
  • Significant reduction of expenses for a redesign
  • Service can also take place directly at the customer