Minutes. This is the average time that the Brazilian client, who value immediate feedback, wait for Phelcom’s customer support department to solve technical issues, clarify doubts, request support materials or schedule training.

In other countries, even if the customer usually prefers a different approach, requesting support via email, agility is still Phelcom’s trademark. “Normally, the foreign clients don’t call us as soon as the problem appears, but when they have time between their appointments.” explains Phelcom’s customer support analyst, Leonardo Chagas Pizzo.

To guarantee this agility, Phelcom chose to have its own local team in Brazil. “Unlike other services, our clients don’t wait in digital lines. We’re here to solve their problems quickly and try to reduce the bureaucracy”, says Phelcom’s technical support, Hygor Nunes.

As a result, the team has developed a close relationship with many clients. “Today, we are able to identify each person’s profile, being able to serve them in a personalized way, according to their necessities”, explains Phelcom’s customer support coordinator, Rodrigo Cabrera.

Phelcom’s customer support team in Brazil

Trainings 

After purchasing a Phelcom Technologies product, the support customer team gets in touch to schedule online training on how to use the equipment and its on board technologies, such as the online exam management platform, EyerCloud and the artificial intelligence system EyerMaps, that accurately detects various changes in the retina.

“Eyer is a multifunctional fundus camera that offers a variety of features and it’s important to train our clients to make the most of all the device’s functionalities.”, says Phelcom’s customer support intern, Pablo Sathler.

However, training is optional. “We make our schedule available so that the client can choose the best day and time for them. Besides that, we also ask for at least two people to be present so that they can have the experience of making images with each other, aligning possible doubts about use.”, emphasizes Phelcom’s customer support analyst, Tatiane Fragalli.

Cabrera explains that, in addition to the initial training, clients can take as many courses as they wish during the one-year Eyer warranty period. “Often, clients want to ask questions about how to edit images or configure circuits, for example. So we prepare customized training courses according to their needs.”

Phelcom also continuously makes educational and support materials available to answer the most frequently asked questions, such as folders, videos in the form of information pills and infographics with detailed guidelines and practical tips to maximize the use of Eyer. To get access, just contact the Customer Support department via email support@phelcom.com.

For technical support, Phelcom uses a communication system for opening tickets directly on this link: phelcom.com/servicecenter, which guarantees more agility and transparency.

Tatiane Fragalli provides online training on how to handle the Eyer family of products.

Eyer

Eyer supports the diagnosis of more than 50 diseases, including glaucoma, cataracts, diabetic retinopathy, AMD, ROP, retinoblastoma, hypertensive retinopathy and ocular toxoplasmosis. Currently, more than 10 million tests have been carried out in Brazil, the United States, Chile, Colombia and Japan.

It was recently approved in the United Arab Emirates and is in the regulatory process of being marketed in Mexico, Egypt and Saudi Arabia.

Portability, connectivity and integration with intelligent functions such as EyerMaps, together with the technology’s affordability, are contributing to increased access to retinal examinations.

Phelcom recently launched Eyer2, a portable fundus and eye camera that offers high-quality images of the posterior and anterior segments.

About Phelcom

Phelcom Technologies is a Brazilian medtech company based in São Carlos, in the interior area of São Paulo. The company’s story began in 2016, when three young researchers – a physicist, an electronics engineer and a computer engineer (physics, electronics, computing) – created a portable fundus camera integrated with a smartphone.

The first prototype project was born out of partner Diego Lencione’s interest in visual health, as his brother has had a condition that has severely compromised his retina and vision since childhood.

In 2019, Phelcom launched its first product on the Brazilian market: the Eyer portable fundus camera, winner of the World Summit Award 2020 and Falling Walls Lab 2016.