This means they can go to these departments at any time to discuss customers' service requests with the relevant specialists. An innovative ticketing system ensures that the customer care organisation handles all customer concerns in a qualified manner and within the shortest possible time. In addition, the ticketing system enables subsequent assessments of response times and analyses of service calls for further long-term process optimisation.
"BOBST is committed to continuously optimizing its customer services and making them more efficient. Customer care is one of the measures of our broad-based service initiative, on which we have now received very positive feedback from the market. Our customers tell us that they can now reach our service more easily with less effort, response times have become shorter and our service staff are now better informed. For us, this is confirmation that we are on the right track. But we still have a lot to do to optimize our service quality. Against this background, we will also continue to expand our customer care organisation", explains Bobst Meerbusch Managing Director Dirk Corsten.
The merging of customer service concerns at a central point enables Bobst Meerbusch to use its resources more efficiently and to plan the assignments of its service technicians better. In addition, the customer care organisation ensures that the customer's concerns quickly reach the 'right' employees in the specialist departments. "Our Customer Care employees request some important information from our customers before they pass on the service requests to the specialist departments. Using this data, our technical specialists can prepare themselves well for the callbacks to our customers and generally help them more quickly," says Tobias Seegmüller, head of technical service at Bobst Meerbusch, citing another advantage of the new organization. For example, the Customer Care employees ask for the machine numbers, machine elements and the equipment identification codes for electrical components. In the case of requests for which there have already been contacts with the service department of Bobst Meerbusch, the Customer Care employees also ask for the transaction number in order to speed up the process.
As before, customers can still contact the employees of the Bobst Meerbusch service organisation they know directly. "However, the route via our Customer Care organization should generally lead them to their destination more quickly," says Seegmüller.
Especially during vacation periods, in case of illness or personnel changes, the new customer care organization ensures that no service requests from customers come to nothing. The employees always have an overview of which of the necessary contact persons in the machine departments and in service are available. In addition, their tasks include keeping customers informed about the status of processing their service cases. Customer Care works hand in hand with the B2B portal MyBOBST, through which more and more BOBST customers are buying their spare parts online. This enables Customer Care employees to check whether required spare parts have been requested or whether corresponding orders still need to be placed.
The Customer Care team is available to Bobst Meerbusch customers from Monday to Thursday from 8 a.m. to 5 p.m. and on Fridays from 8 a.m. to 4.30 p.m. Outside of these hours, they are available to them at BOBST's standby and delivery facilities. Corsten: "Customer Care is not a call center. Rather, we have optimized our internal process for the benefit of our customers. The result is a highly responsive and efficient full service for our customers' technical concerns, which also takes into account the increasing variety of machines in our portfolio and the steadily growing number of BOBST machines on the German market.