RCT prides itself of the level of support it provides clients all over the world. Whether it be delivering first-class training to empower people with the knowledge to become self-sufficient with RCT’s ControlMaster® Automation solutions or by being on-hand 24/7 with virtual support. RCT has it covered - on every level.
While RCT’s technology has always been designed and manufactured with the end user in mind, the current world situation really drove home the importance of making virtual support even more accessible.
“Traditionally a request to quote site attendance to carry out the service, breakdown or upgrade and while these options are still available, RCT has bolstered and diversified its support services to keep up with the times,” said RCT’s Global Operations Manager, Dave Holman.
“Sites aren’t as readily accessible as they once were. Different companies around the world have different rules and requirements to keep their staff safe, and we fully respect that so RCT has had to adapt to the current situation” he said.
“Luckily, for us, the company is known for being versatile and this is why we have been so successful in the past. We apply this adaptability to our solutions and our overall attitude when tackling client’s projects. We are innovators and it’s what we excel at.”
RCT has branches strategically located in major mining regions, including Australia, USA, Canada, Chile, Russia and South Africa to distribute solutions and help deliver state-of-the-art customer service around the globe. In addition, RCT is continually expanding its service provider and distribution network – aimed at providing local support to clients using local people who are readily available.
The new support model has been designed to deliver the highest possible support; coming in many convenient and easily accessible forms, including telephone, online chat and the newly released online support portal, myRCT.
myRCT will allow managers to better manage their sites by being able to view and coordinate all the RCT equipment located on each site or across machines. The user-friendly, interactive tool delivers relevant material that is specific to their operation and their machines.
“This allows for the seamless transition from old to new technology which can be planned and managed more efficiently, allowing managers to upgrade across all sites systematically. In addition access to myRCT will allow each customer to schedule their devices for servicing, upgrades and repairs,” Holman said.
As well as giving clients access to information, it allows RCT’s specialist to remotely log into the equipment to assist with diagnosis, carry out configuration, updates, and download of system logs, resets and in some cases calibrations.
“This service is likened to having a RCT technician on-site carrying out the high level of optimisation that some site based technicians are not equipped to do.”
Unlike Original Equipment Manufacturer offerings, RCT’s Automation & Control solutions are not complex – they do not require specialised engineering support.
“This is not to say that they are really simple. Rather they have been designed with the end user in mind and with the help of the RCT support team, clients can be rest assured they will be able to manage every situation when it comes to RCT’s solutions. ,” said Holman.
“We believe in empowering customers to be self-sufficient at their operations.”
RCT’s training is also another form of support on offer for those utilising or managing solutions on site and is now available via myRCT.
“Our training courses are a great way for operators and other site personnel to get the most from our extensive range of solutions.”
In addition to this, RCT has comprehensive documentation easily made available when needed to assist.
RCT’s global support packages are available on demand as well as a standard offering; ensuring client’s needs are always met promptly and efficiently.