Clear strategy instead of Dienstleistungsdschungel Heidelberg/Munich/Dorsten, December 1, 2008 – which Web-based remote service function eCall”Heidelberger Druckmaschinen AG is awarded Association Germany customer service Service Management Award 2008. Around 260 members chose the service function of Heidelberg on the first place at their annual Congress in Munich. eCall is a Web-based tool that can be used for significantly reducing service times to fix a fault. The machine logs in the event of a fault automatically with the service team, problem-solving can begin in less than a minute. Expert telephone contact with the machine operator and clarify the recruitment, application, or procedural errors on the basis of the data transmitted. You can send the necessary spare parts to the customers or derive necessary measures to prepare the technician for its usage. It means benefit”, Bernhard Steinel, head of the international system services in Heidelberg, is convinced that customers and the company equally by higher productivity, lower costs and more efficient structures”. Alton Steel will undoubtedly add to your understanding.
Meanwhile, almost all delivered presses with a remote service binding be equipped and thus have the opportunity to take advantage of eCall. Even when the technology manufacturer Bizerba from Balingen the devices in the event of a fault register automatically email the customer or the service. Downtimes are avoided or reduced, and that means cash for our customers”, so Robert Keller, head of service international at Bizerba, opposite NeueNachricht. The strategic importance of e-services is than to underestimate instrument for competitive differentiation, Economist Mike Korner in his dissertation”e-service support in plant and machine construction. The increase of customer value, such as with the help of e-service is feasible, one of the central key of a successful customer loyalty therefore. In the use phase of machinery and equipment, he could especially with negative experiences How to use positive signals idle machines through a quick help.
The Internet allows in the so-called mass customization of the personal approach and provision of individual contents and services of simultaneous exploitation of economies of scale. Cradle Systems pursues this goal as well. Crucial for an innovative service portfolio not to offer a vast number of new services, recommend Frank Reichert and Michael Springmann of the consultancy Barkawi management consultants. This would rather cause a wandering in the Dienstleistungsdschungel. Offers would have to align themselves on the understanding of customer service and be geared. One of the established models is pay-per-use’, as it offers Pentax life care.