8 h with… service hotline
In our new series “8 h with ...”, we accompany employees from different departments on a typical workday. We start by accompanying Dominique Python and Peter Dümpelmann from the service hotline team.
8:00 AM: The day starts with a review. Who has contacted the service hotline and how can we help them? “We contact each customer personally to clarify their query,” explains Dominique Python, who works for the service hotline team with two other colleagues. “The daily tasks resulting from this vary and can be exciting. Each day is different and brings new challenges.”
The service hotline team generally handles all tasks connected to technical support. This means that once a feeder ships from the factory, the service hotline personnel are the first point of contact for any assistance. “Our area of responsibility includes error analysis and handling complaints. It also includes coordinating commissioning, maintenance, ISO tests and spare parts deliveries,” lists Dominique Python. “This requires us to interface with many departments, including the parts department. In the interest of transparency, each inquiry is officially documented in the in-house system.”
Service calls: on site assistance
10:28 AM: A customer calls to report processing issues. Together with the customer, Dominique Python starts looking for the cause of the problem. Hotline work requires technical knowledge as well as a lot of flexibility, patience and sometimes a little detective work. Half an hour later they determine: “Unfortunately we were unable to solve the problem over the phone, however, we are quickly getting ready to send a service technician to fix the system at the customer’s site. I start planning this right away and send a quote to the customer for this service,” reports Dominique Python.
Service calls are scheduled for customers around the globe – no matter where they are. “Customers can rely on us to send a service technician who can help,” emphasizes the hotline employee. Brabender Technologie has an international network of engineers and technicians dedicated specifically for this, with seven in Germany alone. “If, for example, a customer in Taiwan requires on-site assistance, we usually contact the local service agency so they can coordinate the trip directly with the customer as they speak a common language,” continues Dominique Python.
Quick help: remote diagnostics
2:30 PM: An emergency call comes in: the system is down. The customer agrees to remote diagnostics. The required control components are available, giving the hotline employee direct access to the customer’s control using Team Viewer. “Remote diagnostics allow us to provide customers with fast and easy online support,” explains Peter Dümpelmann, who works closely with Dominique Python. “We can dial in directly, gain an understanding of the problem and intervene as required.” Alternatively, a connection can be established over the company’s network. (We recommend watching the video “Remote diagnostics and set up: How it works”.)
Upon request, the service hotline employees can also coordinate commissioning all over the world, including OEM partners who deliver Brabender Technologie equipment abroad. They have to contact the local service agency in the respective country, agree to a date with the customer and prepare the required documents in the appropriate language for the commissioning work. Occasionally, the German service engineers are sent abroad if the agencies do not have available resources or the capabilities to deal with large installations.
Support 24/7, free of charge
4:00 PM: When the workday officially ends, the on-call service starts. Employees take turns covering after-hours periods. Customers can reach an employee directly throughout a period of 16 hours – without any additional charges. “Since we have colleagues all over the world, there is always someone, somewhere, who can help,” explains Peter Dümpelmann. “We don’t put anyone on hold. Customers appreciate the uncomplicated and private nature of our support.”
(published in FLUX 2/2020)