For many years, renowned scanner manufacturer Microtec from Brixen/IT has been supporting its customers across the globe in ensuring the long-term performance of their scanning and grading solutions. The company’s customer care portfolio encompasses far more than traditional tech support. In addition to rapid assistance in the event of a malfunction, the focus is mainly on preventive measures and long-term performance optimization. Microtec’s services include 24/7 support, maintenance, optimization, training, spare parts supply, upgrades, consulting, support in obtaining certification, and digital solutions for quality control and service coordination.
24/7 technical support
A key service is global 24/7 customer support. Experienced technicians and specialized engineers assist sawmills and wood-processing companies when they have technical questions regarding log wood, lumber, and automation systems. Many problems can be analyzed and resolved remotely. Should on-site support be required, service technicians are available to provide rapid in-person assistance for the customer. The goal is to minimize machine downtime and stabilize production as quickly as possible.
Furthermore, Microtec supports its customers with preventive maintenance, spare parts, system upgrades, and customized consulting services. According to Microtec, this facilitates not only the reliable operation of machines but also their adaptation to new requirements and technological developments.
Customized support
The customized support program MiCare plays an important role. It was developed to ensure long-term system reliability, grading accuracy and production performance. Maintenance measures, service priorities and optimization goals are defined together with the customer and tailored to individual production requirements.
Regular system checks, preventive maintenance and continuous support from experts help to identify potential problems early on and avoid unplanned downtime. At the same time, MiCare provides a good foundation for the long-term planning of maintenance activities and the continuous improvement of machine performance. According to Microtec, users benefit from a reduced risk of failure, a lower total cost of ownership and improved efficiency.
Thanks to its modular design, the program can be flexibly adapted to different company sizes and requirements. Supplementary optimization services, training, and service add-ons make MiCare a customized solution that can be adapted to the respective production environment.
Optimization and knowledge transfer
In addition to maintenance and support, continuous optimization is becoming increasingly important to the timber industry. Production conditions are constantly changing, new product requirements are emerging, and markets are evolving. By analyzing production data, grading results and system settings, additional potential can be identified and exploited.
Even minor adjustments to parameters or sorting rules can result in improved yield, higher product quality and increased profitability. Microtec also supports operators, maintenance teams and production managers with practical training. Well-trained employees make a important contribution to maintaining the long-term performance of machines and unlocking optimization potential.
Customer Portal creates transparency
To further simplify access to services, customers can also contact the Microtec Customer Portal. This web-based platform serves as a central point of contact for support requests and service processes. Tickets that are directly assigned to specific systems or machines can be created using structured forms and tracked at any time.
In addition, the Customer Portal provides a transparent overview of ongoing and completed processes and supports efficient communication with the customer care teams. The structured logging of requests enables faster processing and facilitates collaboration between customers and the service organization.
Long-term partnership instead of reactive service
With its new customer care approach, Microtec makes access to its existing services even easier and creates greater transparency across its entire portfolio. At the same time, the company underscores its commitment to supporting customers not only with innovative technology, but also as a long-term partner in ensuring quality, efficiency and competitiveness.
Click here to discover the Microtec customer care portfolio.
