{"id":7631,"date":"2025-04-17T16:55:37","date_gmt":"2025-04-17T14:55:37","guid":{"rendered":"https:\/\/www.praticompany.com\/notizia-dal-mondo\/where-there-is-innotech-there-is-team\/"},"modified":"2025-10-01T12:37:19","modified_gmt":"2025-10-01T10:37:19","slug":"where-there-is-innotech-there-is-team","status":"publish","type":"notizia-dal-mondo","link":"https:\/\/www.praticompany.com\/es\/notizia-dal-mondo\/where-there-is-innotech-there-is-team\/","title":{"rendered":"Where there is INNOTECH, there is Team"},"content":{"rendered":"\n\t\t<style type=\"text\/css\">\n\t\t\t#gallery-1 {\n\t\t\t\tmargin: auto;\n\t\t\t}\n\t\t\t#gallery-1 .gallery-item {\n\t\t\t\tfloat: left;\n\t\t\t\tmargin-top: 10px;\n\t\t\t\ttext-align: center;\n\t\t\t\twidth: 100%;\n\t\t\t}\n\t\t\t#gallery-1 img {\n\t\t\t\tborder: 2px solid #cfcfcf;\n\t\t\t}\n\t\t\t#gallery-1 .gallery-caption {\n\t\t\t\tmargin-left: 0;\n\t\t\t}\n\t\t\t\/* see gallery_shortcode() in wp-includes\/media.php *\/\n\t\t<\/style>\n\t\t<div id='gallery-1' class='gallery galleryid-7631 gallery-columns-1 gallery-size-full'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon portrait'>\n\t\t\t\t<a data-rel=\"iLightbox[postimages]\" data-title=\"Innotech completo\" data-caption=\"INNOTECH, PRATI task force\n\nFrom left: Achraf El Fadel, Innotech Service dept., Omar Araibi Haouari, Innotech Service dept., Marco Savorani, Innotech Installer &amp; Key account, Martina Monducci, Innotech Customer Care dept., Luca Bentini, Tech-Service Manager, Mohamed Afouzar, Innotech Service dept. \" href='https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo.jpeg'><img decoding=\"async\" width=\"1179\" height=\"1193\" src=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo.jpeg\" class=\"attachment-full size-full\" alt=\"\" aria-describedby=\"gallery-1-8134\" srcset=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-45x45.jpeg 45w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-66x66.jpeg 66w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-200x202.jpeg 200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-296x300.jpeg 296w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-400x405.jpeg 400w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-600x607.jpeg 600w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-768x777.jpeg 768w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-800x809.jpeg 800w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo-1012x1024.jpeg 1012w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/Innotech-completo.jpeg 1179w\" sizes=\"(max-width: 1179px) 100vw, 1179px\" \/><\/a>\n\t\t\t<\/dt>\n\t\t\t\t<dd class='wp-caption-text gallery-caption' id='gallery-1-8134'>\n\t\t\t\tINNOTECH, PRATI task force\n\nFrom left: Achraf El Fadel, Innotech Service dept., Omar Araibi Haouari, Innotech Service dept., Marco Savorani, Innotech Installer &#038; Key account, Martina Monducci, Innotech Customer Care dept., Luca Bentini, Tech-Service Manager, Mohamed Afouzar, Innotech Service dept. \n\t\t\t\t<\/dd><\/dl><br style=\"clear: both\" \/>\n\t\t<\/div>\n\n<p><strong>Prati has renewed the Tech-Service, and with the appointment of Luca Bentini as head and coordinator of the department, INNOTECH is born\u2026 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.<\/strong><\/p>\n<p>New name, new space\u2026 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.<br \/>\n\u201cFor INNOTECH &#8211; explains Luca Bentini, Service and Installation Manager Prati &#8211; 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 &#8211; and this thanks to the FASTLANE platform that customers can access from the website &#8211; but also to monitor their progress.<br \/>\nFrom the moment the customer&#8217;s request arrives, the system &#8211; based on specialization and know-how regarding the type of machines &#8211; 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 those installed many years ago, but even older models will receive prioritized assistance if an annual support fee has been activated.<br \/>\nThanks to each operator&#8217;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, but by collaborating with the customer, we can resolve it well. 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.\u201d<\/p>\n<p><img decoding=\"async\" class=\"wp-image-8301 aligncenter\" src=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om.jpeg\" alt=\"\" width=\"449\" height=\"455\" srcset=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-45x45.jpeg 45w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-66x66.jpeg 66w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-200x203.jpeg 200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-296x300.jpeg 296w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-400x406.jpeg 400w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-600x609.jpeg 600w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-768x779.jpeg 768w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-800x812.jpeg 800w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-1009x1024.jpeg 1009w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-1200x1217.jpeg 1200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om-1320x1339.jpeg 1320w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/09\/Innotech_Mo_Ach_Om.jpeg 1514w\" sizes=\"(max-width: 449px) 100vw, 449px\" \/><\/p>\n<p><strong>Fast technical support<\/strong><br \/>\n\u201cFASTLANE &#8211; comments Chiara Prati, CEO &amp; CSO Prati &#8211; 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.<br \/>\nAlready active since 2021, we enhanced its functionality at the beginning of 2025, also thanks to the adoption of the new dashboard, which is proving to be a valuable support not only for the Tech-Service, and will also be placed in other offices to promptly share information with all operators involved upstream and downstream in the process.\u201d<\/p>\n<p><strong>Flexibility toward external and internal customers<\/strong><br \/>\nTo 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.<br \/>\nAs in life&#8230; when we act for others, something always comes back to us too! And this has happened within the company: the greater flexibility toward customers has also translated into greater internal flexibility.<br \/>\nAs confirmed by Omar Araibi Haouari, Tech-Service Prati: \u201cThe team was already close-knit, but now we feel even better. The flexible schedule management has also helped us balance work and family. And if, for personal reasons, we need to work at a different time, we have the possibility to swap shifts among ourselves.\u201d<\/p>\n<p>Same opinion from Achraf El Fadel, Tech-Service Prati.<br \/>\n\u201cFlexibility 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.<br \/>\nThe 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.\u201d<\/p>\n<p>Another business advantage is well explained by Marco Savorani, Installer Specialist Prati.<br \/>\n\u201cAs an installer I\u2019m often around the world and now, even if I return to the company for a short time, I can immediately understand the status of requests by looking at the dashboard and can therefore help INNOTECH colleagues if needed because it&#8217;s clearly and precisely visible how far along the assistance is.<br \/>\nWe 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.\u201d<br \/>\nBut that\u2019s not all.<br \/>\n\u201cThrough FASTLANE \u2013 Savorani emphasizes \u2013 it is also possible to forward an order for spare parts, and the request goes directly to customer care, without going through INNOTECH. And if a customer wants to return parts, because maybe they ordered them by mistake, they can also do that with FASTLANE, avoiding emails or phone calls, just scan the machine&#8217;s QR code and do everything very quickly.<br \/>\nFinally, another aspect that I find very positive: the customer understands that we are truly following up, even from the message they receive, because we don\u2019t use a system-generated message, as often happens on other sites, but we always read the request and write the response in real-time.\u201d<\/p>\n<p><strong>Alongside automation\u2026 the human contribution<br \/>\n<\/strong>Surely managing customer issues requires good stress management, because it\u2019s not all easy and fast, there are many variables, and the problem is not always the manufacturer\u2019s fault.<br \/>\nFor 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.<br \/>\n\u00abThe new organization of the software team within the company is allowing us both to grow internally and to provide quicker responses. In fact, alongside the new department that has improved the work environment, there is a strong desire to step up and keep learning more and more &#8211; especially about the technology behind the new machines &#8211; not only as personal growth, to become increasingly independent when dealing externally, but also to respond more effectively to customer expectations.\u00bb<\/p>\n<p>&nbsp;<\/p>\n\n\t\t<style type=\"text\/css\">\n\t\t\t#gallery-2 {\n\t\t\t\tmargin: auto;\n\t\t\t}\n\t\t\t#gallery-2 .gallery-item {\n\t\t\t\tfloat: left;\n\t\t\t\tmargin-top: 10px;\n\t\t\t\ttext-align: center;\n\t\t\t\twidth: 100%;\n\t\t\t}\n\t\t\t#gallery-2 img {\n\t\t\t\tborder: 2px solid #cfcfcf;\n\t\t\t}\n\t\t\t#gallery-2 .gallery-caption {\n\t\t\t\tmargin-left: 0;\n\t\t\t}\n\t\t\t\/* see gallery_shortcode() in wp-includes\/media.php *\/\n\t\t<\/style>\n\t\t<div id='gallery-2' class='gallery galleryid-7631 gallery-columns-1 gallery-size-fusion-600'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<a data-rel=\"iLightbox[postimages]\" data-title=\"3_FASTLANE_schermata interna\" data-caption=\"\" href='https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna.jpeg'><img decoding=\"async\" width=\"600\" height=\"285\" src=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-600x285.jpeg\" class=\"attachment-fusion-600 size-fusion-600\" alt=\"\" srcset=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-200x95.jpeg 200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-300x142.jpeg 300w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-400x190.jpeg 400w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-600x285.jpeg 600w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-768x364.jpeg 768w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-800x380.jpeg 800w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-1024x486.jpeg 1024w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-1200x569.jpeg 1200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-1320x626.jpeg 1320w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna-1536x729.jpeg 1536w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/3_FASTLANE_schermata-interna.jpeg 1600w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a>\n\t\t\t<\/dt><\/dl><br style=\"clear: both\" \/><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<a data-rel=\"iLightbox[postimages]\" data-title=\"2_FASTLANE_schermata apertura\" data-caption=\"\" href='https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura.jpeg'><img decoding=\"async\" width=\"600\" height=\"285\" src=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-600x285.jpeg\" class=\"attachment-fusion-600 size-fusion-600\" alt=\"\" srcset=\"https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-200x95.jpeg 200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-300x142.jpeg 300w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-400x190.jpeg 400w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-600x285.jpeg 600w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-768x364.jpeg 768w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-800x380.jpeg 800w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-1024x486.jpeg 1024w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-1200x569.jpeg 1200w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-1320x626.jpeg 1320w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura-1536x729.jpeg 1536w, https:\/\/www.praticompany.com\/wp-content\/uploads\/2025\/04\/2_FASTLANE_schermata-apertura.jpeg 1600w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a>\n\t\t\t<\/dt><\/dl><br style=\"clear: both\" \/>\n\t\t<\/div>\n\n","protected":false},"template":"","rubrica":[],"class_list":["post-7631","notizia-dal-mondo","type-notizia-dal-mondo","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - 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