Offering our clients a customer service that is always present, capable of responding promptly to all needs and quickly resolving any problematic situations, has always been central to GPI’s commitment. To achieve this, we assign one of our internal technicians to support them through the various phases of the machine’s design and implementation, and who remains available over time to provide assistance in case of malfunctions, coordinate the supply of spare parts, or evaluate upgrade or revamping interventions for the machinery. The ability to count on internal personnel who know the specific needs of each client and who contributed to the design of the most suitable modular solution for them allows us to make our after-sales service precise and effective, capable of quickly resolving any type of problem.
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All GPI machines are equipped with HMI (Human Machine Interface), an intuitive interface that allows for easy completion of diagnostic activities and early and precise identification of any malfunctions in their hardware component or – more frequently – the software.
In the event of an unexpected malfunction, the interface directly communicates a code relating to the specific problem encountered to the operators; this code can be reported in real-time to our customer support service, which can then quickly provide the most appropriate support. In this way, our customer service has the possibility of guiding the customer in resolving the problem or intervening directly, remotely, if external intervention is necessary to restore the machine to optimal operating conditions.
Interventions of this type almost always concern the software component of the system, because the hardware is carefully tested before the machine is put into operation, and therefore mechanical problems are quite unlikely to occur. In fact, all GPI systems are designed and manufactured to measure and are then subjected to a rigorous factory acceptance test, carried out in the presence of the customer and using the actual products that will be processed. This allows verification of the correct functioning of each individual module and the implementation of all necessary modifications and adjustments before proceeding with the installation of the system at the customer’s site. The installation is always carried out by specialized GPI personnel, who also complete the site acceptance test, allowing the customer to be certain of having a tool capable of operating flawlessly.
From the machinery design phase, GPI technicians are committed to using components that are easily sourced in the territory where the customer operates, in order to facilitate the supply of any spare parts and minimize the risk of production downtime. Given the high level of customization of our machines, in fact, we have the possibility of selecting the components to be used starting from the specific preferences or requests of the customer, which can be illustrated to our technicians during the design phase.
Our customer service remains at the disposal of customers to send any necessary spare parts and to manage all phases of the assistance intervention: depending on the customer’s preferences, we can in fact ship the spare parts and provide remote assistance for their installation, or send an on-site technician who will complete the intervention personally.
All GPI automatic cartoning solutions are designed in a customized way, starting from the specific requests of customers and taking into account the characteristics of the products and the formats that need to be processed. If, over time, the need arises to modify the type or format of the packaging, our technicians are able to provide assistance and identify the optimal solution to allow the machine to continue operating at its best.
Furthermore, if the customer, during the machine design phase, already anticipates putting new products or formats into production within a few months or years, it is possible to build the plant taking these future needs into account right from the start. This makes the transition to the new formats simple and immediate when the time for their actual production arrives.
Any necessary modifications to increase the speed or productivity of the machine can be discussed directly by the customer with their internal contact person within the company, who will be responsible for transmitting the requests to the technical department and proposing customized solutions. Updates relating to the software components, on the other hand, are normally suggested directly by our technicians, who are able to intervene remotely on already installed machines to equip them with increasingly high-performance IT solutions.
Fill out the form with the requested information to receive assistance from our support team. We will provide you with a detailed response and guide you in resolving your issue.
+39 049 9475211
GPI is driven by innovation, customization and reliability, values that blend with passion, experience and sustainability.
