December 18, 2019

Key Technology launches new customer service organization

Key Technology, a member of the Duravant family of operating companies, announces the rebranding of its customer service organization as SupportPro.

This global program includes technical support such as installation, startup, training, preventive maintenance and 24/7 emergency assistance as well as remote monitoring, protection plans, upgrades and parts sales, and other offerings under the former PROliance program.

Designed to create a superior experience for customers relying on Key’s high-performance digital sorting, conveying and automation systems, SupportPro helps food processors reduce costs, increase uptime and improve equipment performance.

“SupportPro is Duravant’s global service organization for all of its brands and offers a broad range of services to keep equipment operating at optimal performance levels over its entire service life,” said Hans Van der Aa, President of SupportPro. “Our goal is to support our customers in protecting their investments by providing complete equipment lifecycle support, with factory trained technicians and genuine OEM parts, on a 24/7 basis. To eliminate any unnecessary downtime we utilize our global network of resources to be a local partner to our customer.”

SupportPro service programs are tailored to meet the unique needs of each customer, with the ideal combination of specific services that deliver the most value.

Technical support can include installation, start-up, training, preventive maintenance and 24/7 emergency assistance. Available training includes in-person, either on-site or at one of Duravant’s innovation and solutions centers around the world, or remote via comprehensive online training programs, which is offered in multiple languages.

Modern inspection systems, such as VERYX digital sorters and G6 ADR automatic defect removal systems, equipped with Key’s RemoteMD can be remotely accessed by SupportPro service teams. RemoteMD proactively monitors the condition of the sorter or ADR, assesses the status and alerts the customer if problems are detected. A secure two-way remote session between the system and a SupportPro service technician can be initiated. By automating monitoring and diagnosis, as well as enabling remote fixes and software management, RemoteMD reduces on-site service calls and speeds resolution times.

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