Fast and efficient help
Date 05.08.2018 | Category: News
KHS has made the worldwide service offered by its seven days a week, 24-hour hotline even more efficient. Fast reaction times and quick processing of customer inquiries are not only ensured by the qualified and experienced hotline engineers who act as direct contacts; with its uniform hourly package system the Dortmund systems supplier now also gives its clients plannable security and simpler invoicing.
In order to make processes even more efficient and be able to help even faster, KHS has made long-term changes to the structures behind its service activities. A team dedicated solely to technical support is now available with immediate effect.
Says Ingo Hackler, head of the 24/7 Help Desk, Remote Diagnostics Service and Service Contracts Department at KHS: “These KHS service engineers act as designated contacts who deal with our customers’ problems round the clock. Thanks to their many years of practical experience they are familiar with all of our machines right down to the last detail and with their broad range of knowledge are specialized in helping with problems – even if just on the phone.”
Besides increasing efficiency through direct contact KHS has also revised and simplified its invoicing system. Where previously there were four different tariff variants, the Dortmund machine manufacturer now offers a uniform hourly package system. “Customers can arrange flexible hourly packages for single machines or entire plants which are more cost efficient the more hours are booked,” states Hackler. Packages of 10, 25, 50 or 100 hours can be procured, with the price per hour falling as the size of the booked contingency increases.
This simplified invoicing system is also beneficial when it comes to accounting. “This means that fixed contingencies of hours can be booked and thus fixed annual costs budgeted for,” Hackler declares, who sees the further development and restructuring of the hotline as an important element in the holistic service approach adopted by the KHS Group. “Following the setup in 2010 this is the next logical step to take. With it we’re consistently continuing with the expansion of our services and giving our customers the security they need in daily operation.” For more visit khs.com
Source: KHSAuthor: COX