ONE FACE TO THE CUSTOMER
With its new service consulting/sales team, the IMA Schelling group is providing its customers with central, personal contacts.
The IMA Schelling Group supports its customers throughout the entire product service life of its machines and plants. Do you need service support? Are your machines due a service? Are your machines in need of modernisation? – All customers have access to a central, personal contact who can answer all of these questions. „Every customer is assigned a personal service advisor who they can contact with any questions or concerns,“ says Department Manager Thomas Inmann. „Our service advisors discuss our customers‘ needs with them in detail,“ explains Inmann. This often concerns maintenance or service agreements. Training for the customer‘s employees is another important topic. „We discuss the tasks customers can carry out themselves and what support they need from us, across all products,“ says Inmann.
REGULAR PRESENCE ON SITE
Service advisors are not a replacement for operational service staff. „Of course there are colleagues who plan and carry out maintenance and repairs on site for our customers. We work closely with these colleagues and are in constant dialogue with them,“ underlines Thomas Inmann. The service advisors also regularly visit customer sites. „There is no substitute for this in-person contact,“ the Department Manager is convinced. IMA Schelling currently provides this service in the German-speaking countries and the Benelux. The team is currently working on establishing the service in further subsidiaries, however. „The system of service advisors“, as we have discovered from many discussions, „is highly appreciated by our customers and is not offered by any of our competitors“.