Energy chains
From the repair to the turnkey system
Tsubaki Kabelschlepp GmbH and Kabelschlepp GmbH-Hünsborn will be supported by a joint service department in future. For both product areas - i.e. cable carrier systems and guideway protection and conveyor systems - customers will receive installation, repair and maintenance directly from a single source.
"We see ourselves as a system supplier and part of the system is first-class service," explains Peter Pütz, Vice President Marketing & Innovation at Tsubaki Kabelschlepp. There are many customers who purchase products from both areas - for example from machine tool manufacturing or laser and machining technology. It therefore makes sense to merge the two previously separate teams and develop them further as one department. Another new feature is that the Service department is now part of the Marketing and Innovation division.
Using customer information for further development
"The reason for this is that all the threads come together here," explains Peter Pütz. "In future, our service team will increasingly reflect information from customers directly back to the company so that we can draw conclusions from it." Positive and negative experiences can thus be used directly for the further development of products, for example. In future, Kabelschlepp also wants to certify external service providers to install and maintain the products and solutions of the two divisions. "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 everywhere," says Peter Pütz.
"That's why we are also pushing the service issue internationally." Selected branches around the world are to be enabled to offer customers services of all kinds. To this end, global maintenance protocols are currently being developed, among other things, in order to be able to comply with the same standards worldwide. "It is part of global engineering to be able to speak with one voice in the service area too," concludes Peter Pütz.
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