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