For a long time, the quality of the machines was the figurehead for many make-to-order manufacturers. Now an important factor has been added: Customer service in plant engineering.
Longevity is a decisive factor when investing in machines. The service offering plays a key role in ensuring this. A fast and reliable serviceor a reputation for having one can be plant builder decide on the successful sale of their machines. Today, this means that the service team not only arrives promptly, but also knows what the problem is on site. An appropriate system that can provide the technician with all relevant data from anywhere is helpful here.
Customer data everywhere at a glance
As the service team always interacts directly with customers, it is not only important that they know about the machines, but also about the companies. As a rule, questions and error messages are received directly by the service department. It is therefore helpful to be able to call up data on the respective customer. Integrated information systems are an important support for every service technician in plant engineering. Here, the machine used, spare parts together with MaintenanceThe customer's service and system history can be viewed, as well as quotations, service contracts and other notes on the customer. A route planner is also integrated into modern solutions, which optimises the calculation of the respective visit dates.
Mobile solutions to simplify processes
But that's not all. If you want to offer a modern service, you can use business software to ensure access to all relevant data via various end devices. This allows the service technician to work from a PC, but also Access the system from smartphones or tablets. This also facilitates processes such as the reading of scan codes or electronic signatures.
Social CRM for customer service in plant engineering
What many companies still underestimate is the relevance of social media in service. For example, if a customer (or even a prospective customer) asks a question via the company's Facebook page, this should be dealt with promptly. A modern CRM solution can not only integrate these channels, it also analyses comments and conversations on the pages and draws attention to them if necessary. In the case of recurring questions, the system can even automatically access a catalogue of answers.
An integrated CRM-software offers modern machine and plant manufacturers a standardised collection and management of all relevant customer data. From a certain number of customers, the system is also a good tool for service technicians to keep track of everything. In this way, the company can not only guarantee its customers fast and effective support, but also create a feeling of care that increases the loyalty of the customers served. In the end, this not only makes the machines more durable, but also the customers.
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