Insta Industry has renewed its customer support by bringing previously separate on-call teams together. Through a shared service number, customers can get help with a wide range of technical issues.
When customers need support, they do not have to figure out whom to contact. Insta Industry's shared customer support number quickly connects them with a support specialist.
Previously separate on-call teams now form a single service. Customer support assists with issues involving automation, control and supervisory systems, software, network solutions, and other technical environments. From the customer's perspective, getting support is now simpler: one call is enough to start resolving the issue, regardless of the system or operating environment involved.
An on-call specialist starts investigating the issue
The on-call specialist who answers the phone does more than take the call or pass on a message: they begin investigating the issue immediately.
“We begin investigating the issue immediately. If necessary, the on-call specialist draws on support from technical experts and other specialists. The customer does not need to find the right contact person or determine what expertise is required to resolve the issue,” explains Janne Niiranen, Profit Center Manager responsible of Maintenance and Lifecycle Services.
Support is primarily provided remotely. This allows the initial assessment, troubleshooting, and any necessary follow-up measures to begin quickly. If needed, an expert will visit the site to investigate the issue.
One service number, on-call support tailored to each customer's needs
Customer support currently serves customers in water services, the energy sector, the food industry, and stage technology. It is backed by a broad network of experts, enabling issues involving a wide range of systems and technologies to be handled efficiently.
The shared service number is available around the clock. Calls are answered and cases handled in accordance with the service level defined in the customer's agreement. On-call support is provided outside normal working hours, and its scope is tailored to the customer's needs. Available service models include 24/7, 24/5, 16/5, and 8/5, and the overall service can be customized to meet each customer's requirements.
Customer contacts and maintenance work are documented in Insta Wahti® Support
Maintenance and lifecycle services customers can use the Insta Wahti® Support application, which includes an equipment register, for easy communication and reporting. Work orders can be submitted and their progress tracked in the system. Customer contacts, completed work, and other events are documented in the application, making maintenance easier to monitor and supporting continuous improvement.
Customer support is part of Insta's broader lifecycle services offering. Insta provides proactive lifecycle services for automation, cybersecurity monitoring, and power distribution systems.