From repair to turnkey system
One for all: Customers of Tsubaki Kabelschlepp GmbH and Kabelschlepp GmbH-Hünsborn will in future be served by a joint service department. For both product areas - i.e. cable carrier systems or guideway protection and conveyor systems - they will receive installation, repair and maintenance directly from one source.
"We see ourselves as a system supplier and part of the system is first-class service," describes Peter Pütz, Vice President Marketing & Innovation at Tsubaki Kabelschlepp. "We have many customers who purchase products from both areas. That's why it makes sense to merge the two formerly separate teams and develop them as one department." The aim is to provide "all-round support" from a single source, with customers deciding which services they want to take advantage of: everything from individual repairs and maintenance contracts to turnkey solutions is possible.
Another new feature is that the service department is located in the Marketing and Innovation division. "The reason for this is that this is where all the threads come together," explains Peter Pütz. "In the future, our service team should reflect information from the customer directly back to the company so that we can draw insights from it." Positive and negative experiences, for example, can be used directly for the further development of products.
In the future, Kabelschlepp plans to expand its network of certified external service providers to assemble and service the products and solutions of the two business units. "We want to be as broadly positioned as possible so that we can provide our customers with the best possible support at all times and in all places," says Peter Pütz. "That's why we are also pushing the service issue internationally." Selected branches worldwide are to be enabled to offer customers services of all kinds as well. To this end, global maintenance protocols are currently being developed, among other things, so that the same standards can be maintained worldwide. "It is part of global engineering to be able to speak with one voice in the service area as well," concludes Peter Pütz.