24/7 Customer Support Quickie Survey, published by PMMI – The Association for Packaging and Processing Technologies, examines how members manage, staff, and monetize round‑the‑clock phone support drawing on an October 2023 quick‑survey of 26 respondents across revenue ranges. The analysis indicates three focus areas: service models and pricing (from yearly contracts to per‑call invoicing), workforce design and compensation (dedicated teams, service teams, shift frequency), and technology standardization and vendor choice (PLC preferences and supplier shifts). Emerging patterns show larger firms tend to offer bundled support while others charge or outsource, and charts highlight staffing and charging benchmarks for peer comparison. The report reveals where engineering teams are prioritizing investments to strengthen operational resilience.
Published by PMMI, The Association for Packaging and Processing Technologies, Inc. in October 2023. Based on Quickie survey responses from 26 manufacturing/packaging equipment company respondents collected in 2023.
