Customer Support & Integration

What does customer first mean?

The Customer Support & Integration team brings our solutions to life – with support delivered by uniquely-qualified and dedicated personnel for all core services. We work closely with each client to ensure they get the most out of our solutions, including resolving any support issues which arise. Challenges are met effectively and in a timely manner. That’s customer first.

What makes PSCL’s team unique?

The Customer Support & Integration team are cement specialists who understand how our solutions fit into larger plant and terminal processes. They are uniquely qualified to understand the complexities inherent with integrating software with specific client needs.

Our team goes beyond the basics to meet each client’s needs because we understand how our solutions function within the cement manufacturing and delivery process. With this holistic view of plant, lab and terminal processes, our technicians understand that issues often affect multiple systems and can be difficult to isolate. A wide skill set and the depth of experience allows our team to troubleshoot quickly and more effectively.

Installation and Training Services

Whether on site or utilizing remote-access tools, we work cooperatively with site personnel, engineering and IT. Our Customer Support & Integration team ensures our solutions are integrated effectively into your plant systems and operations.

Our group provides on-site user training to ensure clients get the most out of our solutions. In addition, we provide:

• Detailed user documentation with step-by-step instruction that complements on-site training
• Quick-reference sheets that simplify complex or infrequently-used tasks
• Ongoing user training from our team

Long-Term Support

The Customer Support & Integration team is uniquely qualified to serve our clients because the people who install our solutions on site are the same technicians who provide our long-term support.

Plants and terminals change, with alterations in one part of the process affecting other systems. As customer needs evolve, we can:

• Access a troubled system anywhere in the world
• Respond to questions, issues and changes
• Upgrade software and configuration as required
• Support customers on a 24/7 basis

Utilizing our in-house Sentry™ call-management system we are able to track and manage client issues effectively from challenge to solution.

PSCL support services are available on an as-needed basis or through an annual subscription. Our subscriptions provide excellent value and reduce cost of ownership to the client by providing:

• Ongoing software maintenance and updates
• Extended hardware warranties
• Process troubleshooting for integrated systems

Our People

Process Solutions invests significant time and training in ensuring that the people of Customer Support & Integration are a technically-diverse team.

Their core competencies include:

• Cement Processes
• Customer Service
• Troubleshooting
• Teamwork
• Networking
• Controls
• Hardware
• Software
• Electrical

PSCL is a leader in the market in part because of the expertise, passion and commitment to excellence that our Customer Support & Integration team demonstrates. We work together – both internally and with our clients – to ensure our solutions consistently exceed expectations. These core traits allow us to provide our clients with the most competent and customer-focussed support in the industry.