The Market Leader solution in the sugar and alcohol sector.

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IONICS service model

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The CSM (Customer Success Management) area is responsible for most of the customer's day at IONICS, it is its responsibility to ensure that our customers use the products and services correctly, serving as a facilitating area and always close to the customer. , By anticipating needs and opportunities, you too will remain engaged and satisfied by choosing IONICS.

To facilitate the monitoring process, it is divided into three groups:

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Projects

Its mission is to ensure adequate and agile project management, providing an excellent experience in the implementation and onboarding of the IONICS solution.

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Support

Through a platform for controlling calls, support analysts manage all demands forwarded by the customer and, when it is not possible to seek a solution within the area itself, a referral is made to the appropriate sector within the company or to an accredited technical agent.

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CMM - Customer and Market Management

Its mission is to guarantee an excellent service for IONICS customers and partners in the most diverse interfaces: post-sales, commercial back office, financial legal of the installed base.

  • Technical Assistance Center | NAT

    Technical Assistance Center | NAT

    One of the areas activated by Support when necessary, the NAT receives equipment sent by customers, performs an analysis and issues a technical opinion with the accurate diagnosis. When necessary, repairs, replacements or upgrades are carried out.
    The area is also responsible for promoting technical training events, focusing on preventive maintenance routines and the correct use of equipment.

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  • Research and Development | R&D

    Research and Development | R&D

    The R&D core is activated when there is a need for customizations or updates to the solution – both in terms of software and hardware. Through direct contact with the GCM and other areas, possibilities for improvement and implementation of new technologies are also raised.

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  • Technical Agents | AT

    Technical Agents | AT

    They are professionals who act as strategic partners of IONICS, selected through a rigorous analysis process and duly trained to carry out the activities of technical mapping of the client's infrastructure, implementation of the solution and on-site maintenance of the equipment whenever necessary.

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Technical Assistance Center | NAT

One of the areas activated by Support when necessary, the NAT receives equipment sent by customers, performs an analysis and issues a technical opinion with the accurate diagnosis. When necessary, repairs, replacements or upgrades are carried out.
The area is also responsible for promoting technical training events, focusing on preventive maintenance routines and the correct use of equipment.

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Other areas of IONICS

Company board

Responsible for planning and strategic management of the operational and commercial layers of IONICS.

Marketing and Sales

Area responsible for identifying new business and selling the IONICS solution.
It is also responsible for strategically analyzing the market to boost results and the brand management.

Shared Services Center

Area responsible for providing administrative services used by the entire company: Finance, Billing and Assets.

People & Management

Area responsible for ensuring excellent service to internal IONICS customers in the HR and Personnel Department subsystems.

Quality, ombudsman and processes

Management of processes that ensure efficiency, organization and quality. It also manages the certification processes.

Production, logistics and supplies

Production of IONICS solution equipment and inventory management ensures agility in replacement and after-sales support.