Germany's only tinplate manufacturer thyssenkrupp Rasselstein is further expanding its digitalisation strategy. Customers can now submit and manage complaints and product information in the Packaging Steel app developed by the company. The new module offers users ease of use and also shortens processing times.
thyssenkrupp Rasselstein has Packaging Steel App 2017 and has been continuously developed since then. In particular Corporate customers benefit from a wide range of services. The software provides all the details of the company's available products at a glance. Users also receive News and interesting facts about packaging steel and sustainability as well as comprehensive data on the product range. With the complaints tool, thyssenkrupp Rasselstein has now added another important component to the app.
„With the app, we are now enabling our customers to use another medium direct and uncomplicated contact with our employees to step in. The This significantly speeds up and simplifies the recording of complaints. Clear-cut and trivial cases can be concluded even more quickly in future.“
Dr Heiner Schäfgen, Head of Technical Customer Service at thyssenkrupp Rasselstein
The app is available for mobile devices with iOS and Android, and the new complaints module is now available as an update for existing customers.
The new tool offers authorised users a wide range of options for submitting complaints, describing product information and checking the entire process. The Handling is very simpleFirst, the barcode of the respective package is scanned by camera. Any material defects or notes can then be described via a text field in the app. Alternatively Users can also create a voice message. It is also possible to take photos and videos of the product and integrate them into the complaints process. Finally, the information collected via the app directly into thyssenkrupp Rasselstein ERP system and to the technical customer service department. There, an employee receives an immediate message on their smartphone about the receipt of a complaint.
During the entire processing time, the customer and employee can exchange further information via the chat in the app. In addition, the Complaint status directly visible in the app - the application provides all information at a glance.
„We are one of the first - if not the first - packaging steel producer to offer our customers such a digital service for smartphones. In order to offer our customers added value, we also want to further expand our digital services in the future."
Dr Heiner Schäfgen
Since its development in summer 2021, the new tool has been tested in collaboration with the tinplate manufacturer's existing customers. The feedback has been consistently positive: above all, the fact that there is now a new opportunity for direct and uncomplicated collaboration, which saves companies a lot of time. However, this saving is not only achieved on the customer side. The data that the customer has entered is transferred via a Interface automatically transferred to thyssenkrupp Rasselstein's CRM system, reducing manual steps. Various processes are therefore already triggered in the background in the ERP system once the complaint has been recorded. The packaging steel producer from Andernach expects the module to be used extensively by its customers.
The new Complaints tool is part of a larger digitalisation strategy, which thyssenkrupp Rasselstein GmbH is pursuing. The company has also developed its Quality management and part of its sales offering digitalised. An integrated quality management system with state-of-the-art measurement technology is used throughout the entire production process. All relevant data and findings are immediately available to the downstream process stages, where they automatically feed into the process control or serve as a decision-making aid for the plant operator.
Manual measures for quality control, such as tensile tests or the analysis of sample panels in the test centre, are supplemented by digitally recorded data. This results in faster and more precise results, and product quality can be further improved by exchanging measurement data between the systems. The use of big data enables the company to improve quality tracking. In practice, this means that anomalies can be traced at any point in the production chain and across all production stages.
Also The tinplate manufacturer is increasingly focussing on digital channels in sales. About the B2B website existing customers can cover their need for additional quantities simply and easily via the rasselstein Express service. This is necessary, for example, when companies have to expand their production unplanned - due to weather and harvest conditions, for example. Customers can order desired additional quantities quickly and flexibly thanks to the digital offer. The ordered product will then be ready for despatch within 14 days.
Source: thyssenkrupp Rasselstein GmbH
