Danieli Automation
Customer Assistance
SERVICE & PRODUCTS
E-SERVICE

E-Service provides remote technical assistance aimed at solving most technical plant problems removing the need for engineer’s visiting your site.

E-Service provides remote technical assistance aimed at solving most technical plant problems removing the need for engineer’s visiting your site.
This guarantees our customers a considerable reduction in service costs.

E-Service, working together with customer operators, allows all activities in the plant to be monitored as well as modifications to software parameters. No additional software installation is required in the pulpit, the only requirement is a PC connected to a fast internet connection.

E-Service is integrated with and supported by E-Assistance.

TICKET MANAGEMENT
We use a system innovative and efficient system to communicate with you.
It allows to know the real-time status of requests in the past and in progress as well. By internet you can send your request and, in base of the kind your request, the message will arrive directly on the screen of the specialist.
It avoids misunderstandings and waste of time.

E-SPARE

A stock of spare parts enables our customers to reduce down-time due to equipment failure and promotes a fast production re-start.

A stock of spare parts enables our customers to reduce down-time due to equipment failure and promotes a fast production re-start.
DANIELI AUTOMATION offers a system by which customers can order spare parts directly via the Internet, reducing lead times and also taking advantage of special discounts. In case of a system failure you will receive your spare parts delivered as early as possible, by courier or by airfreight.

E-ASSISTANCE

Our Assistance Service is dedicate to solve your problems in the shortest possible time.

Our Assistance Service is dedicate to solve your problems in the shortest possible time.
It receives and collects all requests which are then automatically forwarded to the appropriate responsible and qualified person.
All communications are tracked in order to avoid time-waste and possible misunderstandings. 
E-Assistance is used for requests relating to:

  • > Training
  • > Technical assistance
  • > Small revamp work


During initial access, Global Services will provide each customer with their own USERNAME and PASSWORD for easy access into their own personalized area.

24H / 7DAYS ASSISTANCE

+39 0432 518 999
Our direct telephone number is available 24 hours a day, 7 days a week.

To better serve our customers, Danieli Automation Call and Service Centers are strategically placed around the world:

  • > Italy
  • > America
  • > India
  • > Thailand


Our specialists provide professional support for any problems and/or emergencies.
Thanks to this service, our skilled personnel can provide prompt assistance to help resolve critical situations.

REMOTE SUPPORT

Deliver On-Demand Remote Support to our Customer or Employees

› Remote Control
› Remote Support
› Remote Access

Deliver On-Demand Remote Support to our Customer or Employees

With just a web browser and an internet connection, Danieli Automation Remote Support Services let to establish an immediate connection between Danieli Automation and Customer computers providing on-demand remote technical or sales assistance as if our staff were sitting right next to them. Our Customers receive fast and efficient support without having to go through multiple calls to diagnose the problem. No more expensive on-site visits or downtime for customer applications.

How it works
Phase 1: The end user calls Danieli Automation Support Center asking for support. The Danieli Automation representative provides the end user with the Support Portal URL and a unique connection code to begin the remote-support session.
Phase 2: with the end user's permission, a secure thin client will be downloaded and installed on the customer pc. Our representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident tools, including: chat, remote diagnostic, file transfer, reboot and reconnect, annotation tools, team collaboration and session transfer.
Phase 3: at the end of the session, the end user immediately provides input on the support experience, enabling our organization to address session metrics and maintain a high standard of customer satisfaction and loyalty.

E-LEARNING

E-Learning provides a training service for our Level-1 and Level-2 automation and process systems.

E-Learning provides a training service for our Level-1 and Level-2 automation and process systems.
Training courses can be paid for directly on-line using credit cards. Our training programs are single-user oriented. Participants may test their knowledge at the end of the course content. A training certificate is issued at the end of the course. An on-line tutor is available for answer all questions and enables better focus on main topics. E-Learning permits users to participate in lessons from any place. It is also possible to stop and resume a lesson at anytime. We arrange and perform training courses from our headquarters in Italy, but can also arrange to be present on site for practical hands-on training. In order to always offer new services to its users, DANIELI AUTOMATION has activated an e-learning for distance learning providing the necessary technological environments.

Moodle platform permits to:
> Manage course and access to educational materials facilitate the release of any type of educational material (texts, images, audio and video) in multiple formats.
> Create forums and Chat to interact with students, to provide ongoing test or tests.
> Control statistically participation and student work.