After-Sales Service Taken to the Next Level

28 Jun 2021

What is good service? Customers can count on the best possible support around the clock! We are therefore now combining our classic services with digital services - in three service packages, to meet every customer need. Stefan Klabacher, Head of Service Center at Kiefel, introduces them.

Three packages containing all services

What is good service? Customers can count on the best possible support around the clock!

In addition to the classic "on site" support services by our global network of trained service technicians, digital service solutions are becoming increasingly important - especially in connection with the corona pandemic.

We are therefore now combining our classic services with digital services - in three service packages, to meet every customer need. Stefan Klabacher, Head of Service Center at Kiefel, introduces them.

 

How are the service packages different from the services provided by Kiefel up to now?

Stefan Klabacher: In our three package solutions - “Basic”, “Advanced” and “Professional” - we have combined individual services and made our entire portfolio even more transparent." Previously, our services were agreed case-by-case, but our customers' needs have changed over time. For example, during the pandemic, the demand for digital support has increased significantly - but many customers were not even aware that we already offer a lot of relevant services here.

Who can choose the service packages?

Stefan Klabacher: All new and existing customers can choose their ideal service package. And for sectors - packaging, medical and appliance. Simply speak to us or your sales contact.

Which digital services do the service packages include?

Stefan Klabacher: Our Kiefel Portal is the focus of the digital domain. Customers can access the Kiefel Portal around the clock with their personal login data. There you will find your machine documentation, you can identify suitable spare parts and check their availability as well as inform yourself about various complete training courses, e.g. on safety, machines and maintenance. Depending on the selected package, the scope of the training or how interactive the machine documentation is may differ, for example. We offer faster and more flexible options for maintenance or support, and also enable our customers to easily obtain information themselves - at any time. The Portal is unique on the market and is continuously being expanded.

Which classic services are available?

Stefan Klabacher: I would like to give you a few examples here. In the area of classic services, for example, we focus on high availability and fast delivery times for spare parts. During the Health Check, our service team puts the customer's machine through its paces once a year - an important factor for preventing machine downtime. Our helpline is available 24/7 for urgent cases and service technicians can be on site within a day. Our options for remote support are also being expanded - in future, for example, we will also be able to provide quick and clear assistance at a distance utilizing augmented reality - directly on the customer's cell phone, tablet or PC.

Which package is suitable for which customer?

Stefan Klabacher: That depends on what the customer wants. In short, I would describe it like this: The "Basic" package is for those who want to benefit from 24/7 digitally available content, e.g. online training and quick and easy ordering of spare parts in addition to the classic services they are accustomed to. This gives customers automatic access to our Kiefel Portal. The "Advanced" package provides customers with preventive maintenance measures, e.g. regular machine maintenance by our technicians. Professional gives customers an all-round carefree package that offers the highest possible availability of services and maximum machine production reliability. In every case, we will find the best suited solution together - just contact us!

 

An overview of the service packages is available here: https://www.kiefel.com/en/Kiefel-Service

ALTTEXT
ALTTEXT

More News

News & information from Kiefel

12 Aug 2021

Nominated for German Sustainability Award 2022

NATUREFORMER KFT ahead in the "Sustainable Design" category.
Find out more
06 Aug 2021

Silver medal for commitment to sustainability - Kiefel among top 25%

EcoVadis, the world's largest provider of sustainability ratings, has awarded us and our subsidiaries a silver medal in the overall ranking. 
Find out more
16 Jul 2021

Fiber Thermoforming close up

Kiefel is demonstrating natural fiber competence at FACHPACK 2021 
Find out more
01 Jul 2021

Kiefel expands its natural fiber expertise with a new Technology Center

Investing in research on sustainable packaging technologies
Find out more
13 Apr 2021

Trade fair report: Kiefel at Chinaplas 2021

After months of intensive preparations, the time has finally come: Chinaplas, one of our most important trade fairs, is about to begin. From April 13 to 16, we look forward to welcoming many interested visitors to our stand 10 P23 in Hall 10! In...
Find out more
22 Mar 2021

Richard Schmidhofer becomes CFO at Kiefel

Richard Schmidhofer has been Commercial Managing Director of KIEFEL GmbH since February 1, 2021 and succeeds Peter Eisl, who left the company at his own request.
Find out more
08 Mar 2021

Great success with remote commissioning

Our industry experts provide insights into how commissioning works with the help of digital solutions.
Find out more
Live demonstration: The SPEEDFORMER KMD 78 Smart from Kiefel offers maximum output and efficiency and is used for the manufacturing of food and non-food plastics packaging using various materials.
01 Mar 2021

Innovative packaging solutions at Chinaplas 2021

In addition to the proven steel rule cutting machine SPEEDFORMER KMD 78 (premiere at Chinaplas!) the company will also demonstrate its extensive materials expertise for a wide range of applications for the circular economy at Hall 10, Booth...
Find out more
23 Feb 2021

Kiefel Packaging Division under new management

The Packaging division of KIEFEL GmbH is under new management.
Find out more
10 Dec 2020

Kiefel wins ABB European Value Provider Award

Kiefel has received the ABB European Value Provider Award in the “Outstanding Performance” category. This year's ceremony was primarily virtual, with a small group also meeting at Kiefel. With the award ABB is highlighting the extensive...
Find out more