IDE Online Magazine Mayo 2018 - Page 44

Fast and efficient help: KHS expands its service activities

• Worldwide service through the 24-hour hotline extended

• Fast troubleshooting and spare parts delivery

• New, uniform hourly package system

Help with troubleshooting seven days a week round the clock: KHS has made the worldwide service offered by its 24-hour hotline even more efficient. Fast reaction times and quick processing of customer inquiries are not only ensured by the qualified and experienced hotline engineers who act as direct contacts; with its uniform hourly package system the Dortmund systems supplier now also gives its clients plannable security and simpler invoicing.

In Brazil the operator of a beverage producer has a query about the free-flow system on the Innosept Asbofill aseptic filler; in China there are problems during can filling on the Innofill Can DVD: when the production process is disrupted, for whatever reason, customers receive help with troubleshooting through the KHS 24/7 help desk whatever the time of day. In order to make processes even more efficient and be able to help even faster, KHS has made long-term changes to the structures behind its service activities. A team dedicated solely to technical support is now available with immediate effect. “These KHS service engineers act as designated contacts who deal with our customers’ problems round the clock,” says Ingo Hackler, head of the 24/7 Help Desk, Remote Diagnostics Service und Service Contracts Department at KHS. “Thanks to their many years of practical experience they are familiar with all of our machines right down to the last detail and with their broad range of knowledge are specialized in helping with problems – even if just on the phone”.

NOVEDADES Y PRODUCTOS

Ingo Hackler Ingo Hackler, head of the 24/7 Help Desk, Remote Diagnostics Service and Service Contracts Department at KHS