Customers receive technical support on three levels
KHS, the Dortmund-based manufacturer of filling and packaging systems, now offers round-the-clock technical support with its „24/7 Service HelpDesk“.
21 August 2020
The KHS World Logistics Centre looks after the worldwide dispatch of spare parts. (Image: KHS)
KHS, the Dortmund-based manufacturer of filling and packaging systems, has expanded its 24-hour customer support. Contact persons for technical support are now available around the clock at the so-called „24/7 Service HelpDesk“.
Introduced by KHS a three-tier support system for customers all over the world. The aim of the new structure is to largely avoid long production losses and downtimes for KHS customers.
Support requests of customers are categorised in the first step. Once the problem has been identified, the enquiry is forwarded to the right contact person. Spare parts enquiries are processed technically and commercially.
Ingo Hackler, KHS (Image: KHS)
„We reliably ensure system availability in the production process and make an important contribution to increasing the competitiveness of bottlers,“ explains Ingo Hackler, head of the „24/7 Service HelpDesk“ on the new KHS support concept.
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In the second Support level customers then receive technical support from KHS technicians by telephone or via the ReDis remote maintenance system.
If necessary, experts from the design departments are called in at the third level for further problem solving. Any spare parts deliveries are made via the „KHS World Logistics Centre“ in Dortmund.
With regard to the costs of support, KHS has announced that the structure has also been changed here. Customers are now charged Hourly packages offered. You can book ten, 25, 50 or 100 hours of support per year. The higher the number of hours booked, the lower the price per hour.
