Help Desk Software

Dynamic Customer Support

Dynamic Customer Support

Excellent Support During A Critical Moment
E. Moran, Air Compressor Specialist, service provider for mechanical equipment and systems
I would like to take a moment to compliment Ashley’s customer service. I had an immediate need for support and used TestOil's Live Chat to get assistance. Ashley immediately responded and got me the answers I needed to support one of my big customers. I was totally at her mercy and she pulled through for me. I was also impressed that she followed up with me later to be certain I had everything I needed. Thanks again Ashley!

 

TestOil has served this customer since 2009. They are a full service solution provider for mechanical equipment and systems in the Mid-Atlantic region of the United States. They offer energy savings and green solutions for mechanical systems, which include Boilers, HVAC, Air Compressors, Pumps and Filtration Systems.

Same High Level of Service Across the Board
G. Nolan, Service Training and Safety Manager, Engineering Services Provider

I first began working with the people at TestOil in 2010 when I worked a very large company. A few TestOil employees came to our facility to explain how the testing was performed and how to read the reports. They were very knowledgeable, very professional, and very helpful. It was nice to get the information put in common language so our internal trainers could understand and pass on the information. Customer service was extremely helpful setting up nationwide access to our distributor’s databases. They were also helpful when distributors had trouble accessing their own databases. The service is always prompt and above all thorough. I don’t remember ever asking for something twice.

The online database is easy to use and invaluable when trying to help distributors and customers pin point a specific cause of an issue. And, when we needed it, the lab was always willing to rush samples or do further testing.

With that employer we had high expectations of TestOil and they were met. In 2014, I went to work for another company and TestOil was the oil analysis provider. This company was a bit smaller and so I never expected to receive the same level of care and assistance as I did when at the larger company. On the contrary, I have found that the high level of service given was absolutely the same. Customer service quickly provided me with special access to all of our company’s sampling data from all the offices, which has been very helpful to me as Training Manager. I am able to help technicians, sales and service managers to interpret their sample reports as we both look at the data together but remotely. This allows us to quickly address customer fluid issues and at times to predict and prevent major equipment damage.

TestOil has served this customer since about 2009 and has processed more than 10,000 samples to date. The company is a technical and engineering services provider for heat exchangers, air and gas pumps, air rebuilds, and pump system services.

Extraordinary Service Makes A Huge Impact
L. Farr, Non Destructive Testing Group, Metal Producing Industry
"We have been very pleased with the services provided by TestOil. The same day analysis is extremely important to our operations. There have been several incidents when the test results have been critical in analyzing issues with a component and receiving them so quickly was vital to our program. The great service provided by the customer engagement team has been extraordinary as well. For instance, in the last couple of years we have had a multi-million dollar expansion at our location. This brought hundreds of new oil sample components to our program that needed to be added to our database. With help from Ashley and Jessica at TestOil, we were able to add everything quickly."

 

TestOil has served this customer since 2008, processing nearly 70,000 samples for 25 different locations. They are a global leader in lightweight metals technology, engineering and manufacturing. The world's third largest producer of aluminum, the company has corporate headquarters in NYC.

TestOil Delivers What They Promise
B. Welz, Senior Reliability Engineer, Power Industry
"TestOil's customer service is outstanding! I have been doing this for about 30 years and there are only three companies I have ever come across that deliver what they say they're going to do and TestOil is one of them. When we first started using TestOil you weren't the cheapest, but to me, that didn't matter. I get what I pay for. You guys are light-years ahead of everybody else in terms of service and delivering what you promise."

 

TestOil has served this customer since 1994. This is a hydroelectric power generation facilities with headquarters based in Pennsylvania.

TestOil Employees Exude Passion and Pride!
D. Sterrick, Rotating Equipment Group Leader, Chemical Industry
"We switched to the TestOil lab after a mediocre experience from our former lab. TestOil promised more personal service, same day results and ad hoc analysis capabilities so we gave them a try. This is our experience over the last 18 months.

 

The first improvement was immediately obvious – the functionality and clarity of their website. Their website includes label printing capabilities for each sample point, as well as tabulated and graphical data trends for all test data and exception reports. This was a welcomed change for us. This functionality was among the best of the labs we evaluated.

 

The most impressive part of our experience to date has to be the TestOil employees. Whether you are working with the folks that answer the phone, analysts, trainers, lab techs etc. – they are all very helpful. (The web chat even works!) I was even more impressed when I met these people in person at one of their “lab tour” days. The passion and pride that each person displayed at their station was readily apparent. All employees seemed to have a sense of how their role fit in with the overall strategy of the company.

 

TestOil has served this customer since 2014. They are a leading global producer of engineered polymers used to enhance the performance of products that touch virtually every aspect of our lives. They have manufacturing facilities is the US, Germany, France, Japan and Brazil.

TestOil is a Company That You Want in Your Corner
C. Dean, Sr. Reliability Specialist, Power Industry
"I have been a continuous customer of TestOil since 2002. In that time I have worked for 2 different companies that both used TestOil for testing of the lubricating oils. Both of these companies have benefited tremendously by consistent quality and a very quick turnaround of our test results. TestOil is a company that you want in your corner. With a wide range of tests available to solve your problems. In my opinion their biggest attribute is the unmatched customer service. From the customer service department, to the analysts in the lab, TestOil always comes through for us. I recommend using TestOil for your oil analysis - you will not be disappointed."

 

This customer is a 1,600 megawatt coal-fired power plant. The power plant design incorporates supercritical technology and $1 billion of emissions control equipment; consuming less coal to produce more energy, while achieving one of the best levels of pollution removal in the country.

They Answer My Questions The First Time I Ask!
N. Dingmann, Maintenance Lead - Power Industry
"I have found using TestOil's oil analysis services to be a very good experience. Over the years, the web experience has improved dramatically; originally the site was solely functional with MS Explorer (desktop) and most features were not available to smartphone or tablet users. TestOil has implemented many changes that have made the site usable on mobile devices-which is a big help; I have been asked on numerous occasions to recall lab results while away from a desktop computer, but have a mobile device readily available.

 

Better than the web site, the people who answer the phone are ready to assist by providing answers to questions or by addressing any issues with sampling, testing, or understanding reports. On occasion I have spoken directly with the analyst(s) about an analysis report and we have discussed what further actions should be taken.

 

One thing that stands out is that the TestOil people that answer the phone are knowledgeable and are able to provide answers to oil analysis questions. A very annoying problem, that is common throughout various industries, is having an individual answer the phone who will start a process of phone call redirections that ends when you reach the voicemail of the only person able to address your concern. Then you wait for a callback. Although nearly every aspect of my oil analysis program can be managed from the web site, it is good to know that I am able talk to a knowledgeable person if I need to."

 

TestOil has served this customer since 2008 and we work with 60 different locations. They are an independent services company dedicated to optimizing the performance of energy facilities across the power generation, oil & gas and petrochemical industries. We apply our deep experience in operations, maintenance, construction, engineering and technical support to build, repair and operate plants that run safely, reliably and cost-effectively.

Total Program Support – From Set-up To Implementation
D. Creer, Mechanical PdM Specialist, Chemical Industry
"I have been working with Mel and TestOil for the last 3.5 years. The TestOil team assisted our Louisiana location with streamlining our lubrication analysis program by setting up specific alarm limits, selecting what test package best suit our equipment, providing detailed analysis results, corrective action recommendations, and providing resources for us to track our oil analysis with our vibration program. Whenever we need assistance we can easily call TestOil and speak with someone in the lab."
TestOil is Simply Wonderful
C. Bryant, Reliability Engineer, Metal Producing Industry
"The customer service team at TestOil is simply wonderful.  They are all fabulous, courteous, and always very helpful. I have dealt with your competitors and in most situations it was a nightmare, very unprofessional attitudes."

 

TestOil has served this customer since 2015. They are a global leader in the manufacture and sale of aluminum rolled products, with approximately 14 facilities in three geographically aligned business units in North America, Europe and China. They serve a variety of end-use industries, including aerospace, automotive, defense, building and construction, transportation, packaging, and consumer goods. Samples are sent to TestOil from a variety of areas within each plant including the Cold Mill, Finishing, Hot Lines, Casting, and Roll Shop.

 

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