Hexagon Metrology recently launched the new Hexagon Metrology Support Center in conjunction with World Metrology Day. The online portal is a centralized resource for support of any Hexagon Metrology product. Customers will have 24/7 access to an FAQ (frequently asked questions) knowledgebase, and receive lifetime diagnostic phone support of any Hexagon metrology hardware. Clients with active software maintenance agreements (SMAs) can utilize the helpdesk for technical support inquiries and software downloads. The Hexagon Metrology Support Center establishes a one–stop location for all technical support needs, and provides three ways for customers to contact technical support staff – the online portal, email or via phone. All three methods provide closed-loop support, as all inquiries are automatically logged into the dedicated technical support call center.
“The Support Center’s innovative blend of self-service tools and professional advice delivers a customer service unmatched in scope and functionality,” states Al Chiasson, general manager of Hexagon Metrology Services. “This new resource is unique to the metrology industry, and reflects our ongoing commitment to enhance the overall Hexagon customer experience. The Support Center provides convenient, self-directed solutions designed to achieve best-in-class response times to technical support inquiries.”
To use the system, Hexagon Metrology North America customers create a free account. Video tutorials and multimedia answers to common questions are posted throughout the site to enhance the user experience. Within the online portal, users can review support tickets and their history at any stage, even after a ticket is closed. Additionally, customers receive real-time e-mails when the status of their ticket has changed. Users also can view a listing of their Hexagon product inventory at any time.