Solutions for Customer Support During Social Distancing The Mannifest
Feature Column by Chris Ellis, MANNCORP INC. In this difficult time caused by the COVID-19 outbreak, businesses are being forced to adapt. Business is not as usual, and as a mediumrange machinery supplier, we at Manncorp and our customers have come to appreciate the benefits of remote services. Free, remote services have always been included in our model. This allows the machines to be up and running faster, solving any difficulties that face a customer running a new machine, while also eliminating the time and expense of sending a technician. However, this recent crisis has led to our team brainstorming some innovative new ideas.
As on-site staff is reduced across the nation, exceptional customer service has become necessitated. How we are meeting this high demand is by providing new training videos, direct contact with customer service representatives, and real-time help through TeamViewer. Our videography team has been producing new videos that walk the viewer through the mechanical and software set-up of our machines. These videos cover information on pick-and-place machines, stencil printers, reflow ovens, and even our AOI machines for self-installations; they also demonstrate how to
Figure 1: Remote AOI training. 54
SMT007 MAGAZINE I MAY 2020
