The new Prati’s Tech Service: INNOTECH is here

INNOTECH means Team: new organisation and teamwork to enhance the after sales services,

Prati has renewed the Tech-Service, and with the appointment of Luca Bentini as head and coordinator of the department, INNOTECH is born… innovation in technical service. A new organization that, starting from customer needs, is also strengthening teamwork. Because the best result, even in terms of support, is not achieved by the individual but by the Team.

New name, new space… 

For INNOTECH, Prati has invested in the construction of a new area within the plant, more spacious and functional, to manage after-sales with a renewed vision.

“For INNOTECH - explains Luca Bentini, Service and Installation Manager Prati - a new dedicated area has been created, divided into two parts: one for installers and one for Tech-Service operators, who will follow the after-sales process. The department will be able to rely on a new dashboard that allows not only to immediately view all customer requests - and this thanks to the FASTLANE platform that customers can access from the website - but also to monitor their progress.  From the moment the customer's request arrives, the system - based on specialization and know-how regarding the type of machines - assigns the technician who will handle the support, thus optimizing the case management time. But this is not the only aspect that is automated: the system also assigns priority to new machines over the older technologies. Moreover old machines are allowed to receive prioritized assistance with an annual support fee. Thanks to each operator's experience, we try to be as responsive as possible with the customer, who is free to communicate with us through the tool of their choice (Teams, WhatsApp Web, or classic calls): the goal is to complete the support within a week. In the case of missing parts, more time may be needed. The strong cooperation with the customer bring assistance to success in any case. Of course, if the problem cannot be identified quickly or in the case of priority assistance, the customer can count on support from one of our technicians.”

Fast technical support

“FASTLANE - comments Chiara Prati, CEO & CSO Prati - is accessible from our website 24/7 to submit requests. It allows you to open a ticket and monitor in real-time the various resolution steps. It also enables remote connection for problem telediagnosis and troubleshooting.

Despite the service operations since 2021, we enhanced its functionality at the beginning of 2025. The adoption of the new dashboard demonstrated to be a valuable support for both the Tech-Service and customers. That’s why we will also place it in other offices to promptly share information with all operators involved upstream and downstream in the process".

Flexibility toward external and internal customers

To offer greater service flexibility, Prati has changed work shifts to ensure direct contact from 07:00 to 20:00, and availability for emergencies even on Saturdays and Sundays from 8:30 to 17:30.

The value of flexibility is shared by Prati’ personnel as confirmed by Omar Araibi Haouari, Tech-Service Prati: “The same happened within the company: the greater flexibility toward customers has also translated into greater internal flexibility. The team was already close-knit, but now we feel even better. The flexible schedule management has also helped us balance work and family. In case for personal reasons, we need to work at a different time, we have the possibility to swap shifts among ourselves.”

Same opinion from Achraf El Fadel, Tech-Service Prati: “Flexibility in the work environment helps to feel good and therefore to work well to provide good service to the customer, who is always asking for more, looking for fast and efficient service. Moreover, the supervision of Luca Bentini, who knows the machines, helps us a lot and is also strengthening the team. We exchange know-how and previous experiences, and this can certainly contribute to further developing the service. The team is the foundation. Where there is teamwork and common goals, you can go far.”

Another business advantage is well explained by Marco Savorani, Installer Specialist Prati: “As an installer I’m often around the world. Even in case I return to the company for a short time, the dashboard gives me the immediate understanding of the status of requests, helping INNOTECH colleagues thanks to a clear and precise picture of how far along the assistance is.

We conveyed a fundamental message to customers: speed did not go hand-in-hand with a call or a WhatsApp message because only by relying on a system like FASTLANE, through the compilation of preset fields, can priorities be correctly assigned. Through FASTLANE – Savorani emphasizes – it is also possible to forward an order for spare parts, and the request goes directly to customer care, without going through INNOTECH. In case a customer wants to return parts because of an order error, FASTLANE is ready to support the process, avoiding emails or phone calls. As a matter of fact, the process requires a machine’s QR code scan.

Finally, another aspect that I find very positive: the customer understands that we are truly following up, even from the message they receive. INNOTECH doesn’t use system-generated message, as often happens on other sites, while we always read the request and write the response in real-time".

Alongside automation… the human contribution

Surely managing customer issues requires good stress management, because it’s not all easy and fast, there are many variables, and the problem is not always the manufacturer’s fault. For Mohamed Afouzar, Tech-Service Prati, who has been with the company for a year and a half, the challenge is precisely to acquire more and more knowledge through on-the-job training. "The new organization of the software team within the company is allowing us both to grow internally and to provide quicker responses. “declares Mr Afouzar “In fact, alongside the new department that has improved the work environment, there is a strong desire to step up and keep learning more about the technology behind the new machines. This meets the goal of a personal growth to become increasingly independent when dealing externally, but also to respond more effectively to customer expectations."

“As in life... when we act for others, as it was the case in order to meet client’s needs, something always comes back to us too!” declares the Marketing Manager Daniela Concetta Binario.