To provide retailers with the support they need to keep their reverse vending machines (RVMs) operating at optimal levels, Tomra has introduced a new service maintenance program, Tomra Care. The program offers an array of service level agreements and access to a team of expert technicians who can diagnose and resolve RVM issues, ensuring a seamless bottle return experience for customers, the company states.
“At Tomra, sustainability is our business, so it’s extremely important to us that our RVMs run as efficiently as possible for all our retail customers from both an environmental and user perspective,” remarks Lisa Hodska, senior vice president, service, Tomra North America. “Our mission is to help lead the way for a smarter, more sustainable future and we promote those ideals by helping to motivate recycling behavior. That means our RVMs need to have best-in-class uptime to serve customers who want to redeem their containers.”
With three different plans available, retailers can choose the option that best fits their needs. All plans include corrective maintenance, labor, travel and parts:
- Basic -- one RVM software upgrade annually, average response time of eight hours and remote support availability;
- Plus -- one preventive maintenance, two cleanings, one RVM software upgrade annually, average response time of eight hours and remote support availability; and
- Premium -- two preventive maintenances, four cleanings, one RVM software upgrade annually, average response time of four hours and remote support availability.
Tomra also offers a preventive service plan, which includes two preventive service visits, four professional cleanings and one RVM software upgrade.
In addition to the various plan levels, Tomra support is available in person or remotely. Remote support is effective for minor issues and offers the customer flexibility and convenience, whereas in-person support is more suitable for complex service matters, the company says.
With more than 75,000 installations across more than 40 markets, Tomra’s reverse vending machines capture 35 billion used beverage containers annually, reducing reliance on raw materials and ensuring fewer containers end up in landfills and oceans.