Page 171 - ΝΑΥΤΙΚΑ ΧΡΟΝΙΚΑ - ΜΑΙΟΣ 2024

we experienced unexpected delays in production and Yet another crucial consideration is having alterna-
delivery, especially with electronic parts, leading to frus- tive solutions in place in case a component becomes
tration among some clients. We have since established obsolete due to a vendor’s commercial decisions. At
new channels to source parts and now keep them in ERMA FIRST, we design our systems to avoid such
stock. While occasional delays may still occur, they sel- occurrences. Our experienced technical team identifies
dom disrupt the system’s operability. alternative components and certifies them in a timely
Delivery time can also be affected by the location where manner.
spare parts are stored, which is why we have created BWTS are relatively new in the industry, and although
stocking points worldwide, reducing delivery time but the learning curve was initially steep, it has now levelled
also helping our local service teams access the most out. Our technical team thoroughly investigates any inci-
commonly required spare parts, wearables, and con- dent affecting the operability of our systems, and upon
sumables used during attendances. Aside from our cen- completing a root-cause analysis, it plans and executes
tral warehouse in Greece, we have established stocking countermeasures to avoid a recurrence of the issue. We
points in Shanghai, Busan, Singapore, Dubai, Istanbul, regularly publish technical bulletins to keep vessel own-
Rotterdam, Copenhagen, New York, Vancouver, and ers and crew up to date while constantly reviewing our
Panama. designs to offer system upgrades as required.
In addition to our stocking points, we are working on We recognise feedback as the most crucial factor in
providing clients with critical or recommended spare helping us improve the support we offer. Thus, we
parts to keep on board in order to facilitate the swift regularly liaise with our clients in virtual or in-person
resolution of issues commonly arising during operations. meetings.
With critical spare parts readily available on board the Acknowledging the specific risks maritime stakehold-
vessel, system restoration can usually be performed ers face if systems become inoperable, we support our
by the crew, eliminating the need to source and send technologies with spares and services on a lifespan
the required part to the vessel or, in particularly urgent basis. After all, after-sales support is a powerful tool
cases, have someone hand-deliver it. Recommended for building strong customer relationships, promoting
parts are typically ‘plug and play’ (PnP) or come with loyalty, and differentiating our business from compet-
simple instructions from our technical support team itors. For this reason, while implementing an effective
to help the crew carry out the installation without the after-sales strategy can be challenging, we are always
assistance of a service engineer. ready to adopt new ideas and improve our services.
We have further enhanced our customer service by
establishing a 24/7 telephone technical support line,
with a team of experts available to answer calls or emails
around the clock. Thus, any urgent technical issue can
be resolved swiftly. Live support also facilitates direct
communication between technical representatives or
vessel crew and our technical support engineers, mini-
mising resolution time.
Furthermore, we are in the process of developing a spare
parts portal so that our clients can view our systems’
major components along with the recommended and
critical parts, as well as the maintenance and calibra-
tion kits specific to the systems installed. The portal
is expected to be launched in the second half of 2024.
ERMA FIRST’s after-sales support goes beyond deal-
ing with spare parts and service requests. Our holis-
tic approach includes the provision of maintenance
services aimed at assisting vessel crews in passing all
necessary inspections by authorities, such as the PSC,
USCG, AMSA, Class, Flag, Vetting, and RightShip, while
maintaining the system in good working condition.
Our maintenance schemes include the replacement of
essential wearable parts to keep components in opti-
mum condition, the execution of sensor calibration,
and the upholding of crew training standards to ensure
their readiness for potential inspections, all of which
are included in ERMA FIRST’s Maintenance Services
proposal to clients.

165