BURKHARDT+WEBERs‘ focus in 2019 is on a revised global service-concept – our center of attention is the new BW Service Centre. Internal processes need to be restructured to keep up the BW service-promise for the future.
„More digital. More transparent. More time for our customers – and yet, customer-orientated and personal”, summarised Hans-Jörg Hommel, customer service manager the added value of the new BW Service Centre which goes live in June 2019.
The essential latest features for our customers are the new central hotline with First-Level-Support as well as the centralised e-mail address (service(at)burkhardt-weber(dot)de). No worries about an anonymous ticket-system. BW Service always stands for customer proximity and personal relationships – this is what the machine manufacturer from Reutlingen will continuously keep up.
Our software features are operated in cooperation with market leading providers. This gives our service technicians on field best information, e.g. they can have their service report signed directly on site. The motto is paperless and digital – simply up-to-date. All relevant information is now immediately available in the system. Today’s more global and more complex projects also need to cover internal communication processes and save all information. The streamlined system infrastructure avoids information asymmetry which allows our service team to be informative towards our customers, independently and quicker than ever before.
“It is important to know about each other’s tasks within our team of experts and to use our resources efficiently”, confirms Timo Bihler, who supports the BW Service at the hotline for many years. “Our new system provides a common level of knowledge to the whole service team. By streamlining our system infrastructure we have more time for our customers. This is a significant win-win situation.”
A further component of the new service concept is the HoloLens. Introduced as pilot project and future vision in 2018, the guided maintenance work on a round table using Mixed Reality glasses has experienced great approval. In 2019 the vision becomes a full product – including live-call and documents management system as first applications. Experiencing Industry 4.0.”Of course we tested the HoloLens through own experiments and thus convinced ourselves of the technology. Working free-handed and wireless, having four eyes seeing more than two. Complex error status can also be solved by rather inexperienced users and language barriers are easily bridged – these are just a few of the many advantages, which we could discover for ourselves.” reports Sven Ständer, service-technician at BW, who was profoundly involved in the HoloLens-project.