After-sales
Customer Care: The Cornerstone of Our After-Sales Service Policy
Customer care is at the heart of our after-sales service. We provide ongoing, professional support that swiftly identifies the most effective and cost-efficient solutions for our clients, helping to safeguard their investments over the long term. Our support service is available 24/7, ensuring direct and continuous communication with every client, no matter where they are in the world.
Instant multimedia communication technologies, combined with augmented reality (AR), ensure we are always respond to your service and parts enquiries promptly
For fast response times we utilize popular instant and multimedia communication methods—such as messages (Whats App), photos, and videos— these are shared with a dedicated team of technicians, electricians and our aftersales service team instantly. They respond through an open chat for each customer, quickly grasping the customer’s needs and replying within minutes.
Depending on the situation, we also employ remote assistance technologies, such as Augmented Reality. This allows us to guide clients live through the intervention process, addressing issues in detail and providing prompt, active support.
These two intervention steps ensure an almost immediate response, significantly reducing downtime and costs while effectively resolving 70% of all enquiries.
In situations where by remote assistance cannot solve the issue, our professionally trained technicians are rapidly dispatched on-site to assist customers wherever in the world they may be.
AR Augmented Reality
Augmented Reality (AR) technology enhances the concept of exchanging information and technical instructions through applications that can be easily installed on popular devices. This creates a direct and continuous connection worldwide. In real time, AR enables us to assist, guide, and complete a variety of activities, including:
- Installation/Assembly
- Maintenance
- Assistance
- Technical Consulting
- Training
Preventive maintenance
The primary goal of preventive maintenance is to identify and resolve issues before they escalate, thereby minimizing downtime and the costs associated with unexpected failures. Through two key steps of data monitoring, we can ensure the optimal performance of machinery or plants over time while enhancing workplace safety.
Checking the condition of consumable parts
By analysing remote service data and monitoring machine operation, we can closely track the wear of consumable components and optimize the shredders parameters. Data transmitted from the machine to our company enables us to detect anomalies and identify potential causes of impending breakdowns or necessary parts replacement in a timely manner. Preventive maintenance benefits the operator by:
- Reducing maintenance costs by 25-30% through accurate and objective identification of potential failures well ahead of time.
- Optimize machine uptime, reducing downtime by 35-45%.
Direct connection with the machine
Our customers benefit from the use of an integrated control system dedicated to real-time monitoring of our Blue Devil Twin Shaft Shredders.
No matter where in the world the customer is located, an Internet connection is all that is needed to receive production data that allows us to keep an eye on the machine’s working parameters at all times.
This data is collected monthly or as requested by the customer and is provided in a comprehensive Service Report.
Original spare parts
Only original spare parts are guaranteed to meet our strict quality standards and ensure the optimal performance for our machines. Therefore, we strongly encourage all our customers to use only original Zato certified spare parts.
With a large in-house warehouse and partnerships with pre-selected qualified suppliers, we ensure constant availability of all essential spare parts.
Parts ordered in the morning are shipped via express courier the very same day, thereby minimizing delivery times and maximizing productive uptime for our customers.
Regeneration (Revamping)
One of our key strengths is the mechanical and functional reconditioning of used machines. Our qualified technicians specialize in overhauling both individual pieces of equipment and entire complex systems.
