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Preventive support
Preventive support
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Remote diagnose and investigation
Extended Maintenance Services
Remote Maintenance for machines
Flexible SLA plans
SoftGroup in action
We know that customer experience matters!
Case resolved in 2 hours
Client Type: Pharma Manufacturer based in Europe
Issue: Issue with a drug content in medicines` packaging has entailed the need for timely actions.
Solution: Our support team has found a solution to “park” the batch and to start a new one, creating the bulk product again.
Case resolved in 5 hours
Client Type: Contract Manufacturer (CMO) based in Europe
Issue: Impossibility of reporting two batches with the same batch number separately on an external system – client could not finish the batch correctly accordingly could not release the batch.
Solution: Our support team has found a solution by figuring out how the external system worked, and has managed to create a custom message in order to report both batches.
Case resolved in 12 hours
Client Type: Pharma Manufacturer based in Europe
Issue: No connection to EU Hub – impossibility of requesting serial numbers and reporting batches
Solution: Our support team has found a solution to download and report the data through an external host and re-route the whole system temporarily until the issue was resolved completely.
What our customers are saying …
″We highly recommend SoftGroup as a reliable supplier of serialization, track and trace system and aggregation solutions. SoftGroup’s team has the expertise and experience required by the pharma industry to realize big and complex projects″
Peter Grigorov
Production Director, MC Pharma
″We had a 2 hours downtime on the line, and we made an internal investigation to find the reason. It turned out that SoftGroup’s support team responded on the 6th minute. To be honest, this is one of the best support services I have seen in my career.″
Adrian Dooley
Head of IT, Pinewood Healthcare
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Related content
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[Case study]: How Pharma Manufacturer Got Unprecedented Benefits by Combining Serialization and Aggregation
[Case study]: All-in-one Serialization and Aggregation, Track and Trace Solution for Vetprom, Bulgaria