Post by Marzia Corvaglia

Two weeks ago, my colleague Mattia Assanelli shared what our 24/7 support promise looks like: not just someone to answer — someone who can solve. I want to share what it looks like from the inside. Because behind that single number, there are three teams, in three time zones, working as one.   🌍 Brazil 🌍 Italy 🌍 India   🔑 What makes the relay work   🔸 Centralized coordination. One ticketing system, one product knowledge base, one set of escalation paths. Whether the case starts in Mumbai, Brescia, or São Paulo, it lives in the same digital space, and the next person who picks it up sees everything that came before. 🔸 Distributed expertise. Each of our regional hubs holds vertical product expertise, not a generic helpdesk, but engineers and specialists trained on the actual machines our customers run. 🔸 One culture of service. The relay only works if everyone, in every region, believes that the customer's downtime is their downtime.   Three regional leaders make this happen every single day and for this I want to thank them all for their daily support and motivation:   🔸 Paulo Rogério Marcos Beckhauser — Brazil 🔸 Mauro Ricca Cristian Ferrari Badini Gabriele Pietro Petteni — Italy 🔸 KINGSTON BADIKHADYA Bijul Patel — India   Plus all the remote engineers, the product experts, the Service Business Managers, the IT colleagues who keep the systems up and running. When Mattia talks about competence covering the clock, this is what makes it possible: one company.   It is a privilege to lead this team. And an even bigger one to share it with my colleagues across 3 continents who treat every customer case in the best way.   #OneCompany #CustomerService #LifeScience #FollowTheSun #AntaresVision #RemoteSupport #ServiceExcellence