Support
Accessible 24/7
Because Problems Rarely Announce
Themselves
Our Support Model
Experience and Reliability
For almost 40 years, advanco™ has been offering extensive and holistic solutions in the fields of supply
chains and Track & Trace. These solutions are crucial for smooth, secure and accurate serialization in the
manufacturing processes of our pharmaceutical clients. We are well aware of this huge responsibility.
That’s why it’s our highest priority to provide our clients with an extensive support model – all day, every
day. The following is an overview of what we offer in terms of support and services.
Our Service Model
Responsiveness and Flexibility
Good service is based on responsiveness to help you minimize downtime in the management of your workflow.
Effective service means understanding your client’s manufacturing operations and challenges down
the supply chain. That’s why advanco offers flexible service bundles – to give you exactly the support
that you need, when and where you need it. Our service bundles can be customized to meet the demands
of your manufacturing processes. Decades of experience show that up to 95 % of support inquiries can
be handled remotely – comfortably, fast and effectively. We offer varying Service Level Agreements (SLA)
and guarantee response times that match the flow of your business. You benefit from ideal budgeting at
maximum transparency.
The advanco Service Desk
Full service begins with
a single call or click
After all, service should be simple. That’s why we have raised our services to a higher-level, with the
advanco Service Desk. No matter how you choose to get in touch with us, all inquiries will be received
and managed centrally via the advanco Service Desk — maximum efficiency, shorter downtime.
Download Support Flyer
All Information at a Glance
The advanco Service Desk attends to your immediate needs, from contact to completion. We start by asking the right questions to make it easier for our service staff to find the solution to resolve your issue quickly.
Full Transparency
Any status change, pending inquiries and comments are visible to you at all times. The processing time will be automatically recorded and logged by the advanco Service Desk throughout the process.
Everything in its Place
Each of your inquiries helps us to enhance our
service. Every service inquiry will be stored and
evaluated in the advanco Service Desk, followed
by an incisive and complete report. This procedure
helps us to steadily improve our system and
our service. The platform we’ve built upon for the
advanco Service Desk is ZendeskTM – the leading
service portal utilized in our industry.
You can access the advanco Service Desk by
visiting:
https://advanco.zendesk.com/hc/en-us
