Our service
Our most important task is to have happy and satisfied customers.
We achieve this through close contact on a daily basis, where we provide help with errors, maintenance, updates, and telephone support.
We have the following goals for our service:
Initiated problem solving: In the event of problems with an instrument with one of our customers, problem solving must be initiated within 8 hours during normal working hours.
Recall: ILS wants to achieve the lowest possible callback rate. The goal is for the callback rate to be below 5%. A callback is when we are called in regarding a service problem within 14 days after the relevant issue has been resolved for the customer.
ILS Service Department
In addition to a general electronics education, all technicians are specially trained and certified by our suppliers.
All technicians have their own computer, which allows for quick connection to the company’s database and the suppliers” servers, as well as allowing us to connect to the customer’s equipment and provide ”remote” assistance.
We only use certified measuring equipment that is calibrated regularly.
We only use original spare parts, and have our own warehouse in Allerød,
which ensures fast delivery.
Our service vehicles are always on the road, and all cars drive around with ”spare parts boxes” so that we can quickly come to the rescue.
When entering into a collaboration with a customer, the customer always receives an overview of the contact details of the relevant service technicians at ILS.
In case of emergency service, you can call the ILS main number or directly to one of the service technicians you have connected to. However, we recommend that, when possible, instead of the telephone contact, you email your service request to service@ilsdk.dk. From there, you will quickly be contacted by the service technician assigned to the task.
To make it easier to get a service technician out, we have assigned the responsibility for the individual service technician’s own schedule. Therefore, you can always directly arrange a date and time for a service visit with the service technician.
Service agreements
Even some of the best products on the market require maintenance.
Preventive maintenance helps to ensure the instrument's functionality, stability, and operational reliability, as well as minimizing the risk of breakdowns.
ILS offers half-year and full-year maintenance agreements
We also offer service contracts with free call-out service. Or a full coverage service contract where everything is included.
If you would like a quote for a service agreement, please contact either your product manager in the area or Peter Nygaard at pn@ilsdk.dk.
Quality
Like the other processes within ILS, the processes in the service department are also ISO 9001 certified. This ensures, among other things, that our processes are developed in line with changes in customer wishes and requirements for cooperation, as well as that we can meet our service goals, which are:
♣ Recall percentage must be below 5.
♣ All service and rectification must be initiated within 8 hours,
from the customer having contacted us.
Since we were certified in 2011, the recall rate has been between 2-3 percent.
All service has begun within the 8 hours.
If an accident occurs
Even if you don't have a service agreement, we are ready to help.
Call the service department and ask if the problem can be resolved over the phone. Otherwise, we will come within 8 hours during normal working hours.
