Customer Support

24/7 Support Center

ย Preventive support

 

ย Minimum response time

 

ย  Remote diagnose and investigation

 

ย  Extended Maintenance Services

 

ย  Remote Maintenance for machines

 

ย  Flexible SLA plans

SoftGroup in action

We know that customer experience matters!

pharma manufacturer case

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.

 

bulb idea Solution: Our support team has found a solution to โ€œparkโ€ the batch and to start a new one, creating the bulk product again.

pharma manufacturer case

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 โ€“ client could not finish the batch correctly accordingly could not release the batch.

 

bulb idea 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.

pharma manufacturer case

Case resolved in 12 hours

 

 

Client Type: Pharma Manufacturer based in Europeย 

 

 

Issue: No connection to EU Hub โ€“ impossibility of requesting serial numbers and reporting batches

 

bulb idea 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 …

โ€ณWe highly recommend SoftGroup as a reliable supplier of serialization, track and trace system and aggregation solutions. SoftGroupโ€™s team has the expertise and experience required by the pharma industry to realize big and complex projectsโ€ณ

 

Peter Grigorov

Production Director, MC Pharma

โ€ณWe had a 2 hours downtime on the line, and we made an internal investigation to find the reason. It turned out that SoftGroupโ€™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.โ€ณ

 

Adrian Dooley

Head of IT, Pinewood Healthcare

You need support?

Our team is always on board to help you.

EMAIL US

support@softgroup.eu

CALL US

+359 888121161

TICKET SYSTEM

support.softgroup.eu