Soma launches care maintenance program

The web-based Soma Intelligent Service platform is a cloud technology that provides a problem-solving communications channel for every customer. It is using S-Cloud technology that the company recently put into place. By connecting software and equipment to the S-Cloud, the company can develop and utilize intelligent functions that boost efficiency, minimize operator errors, and improve communication.

Service-related data is fed throughout the Soma ecosystem using the S-Cloud. In case of a specific machine issue, the service request is delivered to Soma’s service team using the S-Chat. The first reply is typically conducted quickly, offering expert diagnostics and remote troubleshooting. Subsequent communication is conducted via S-Chat. This will also provide critical failure spare parts dispatching if needed and determine if a service team visit is required.

The new service also allows several files, pictures, and videos to be shared from any S-Cloud connected device. Utilizing these media are other helpful tools such as a complete S-Chat communication history, online training videos and documentation, available retrofits, and more.

The company has also launched Soma Care, its new service program designed to provide customers comprehensive maintenance, which relies heavily on Soma Intelligent Service for customer support. After the Soma warranty period, a technician will visit and offer several Soma Care package options. Several programs provide increasing service, adding unlimited remote diagnostics, covered preventive maintenance visits, and services rate discounts as programs progress from silver to platinum.

‘Soma is constantly aware that it is extremely important to understand the needs of our customers. It is necessary to evaluate dynamic equipment situations properly as they constantly evolve,’ says Milan Papacek, service department manager at Soma. ‘With the help of Soma Intelligent Service, we can collect all relevant machine information such as communications history or press supervision. While we will always visit a customer when needed, to a good extent, much of Soma Intelligent Service is as effective as an onsite 24/7 Soma service team. This, and our new Soma Care packages, are great tools to help make our customers very happy.’