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News / Innovations
Enhancement for the service team
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 Optimum service is a promise made by many companies. Often it remains just a promise because the service staff is not skilled, the hotline is permanently busy and the technician are always on the move in the wrong places of the Republic.
To meet its high demands on service, DESMA has now enhanced the service team and sent also them to the training camp
The teleservice team that provides on weekdays from 7 am to 6 pm quick support for machine breakdowns and other technical problems was doubled from one to two full-time employees. The two experienced service engineers practice swift troubleshooting through remote diagnosis. To this end they log on the machine via modem with which all machines with DRC 1210 / DRC 2010-control system as well as DRC 2000 are equipped as a standard. If the error cannot be eliminated directly, the required spare part is immediately dispatched or a service technician is heading to the customer. This team was enhanced as well: Two new employees for the Cologne area were added to this so far with 12 men staffed troupe of service technicians with presence throughout Germany. And further enhancement is already maturing with two service technician candidates who are currently undergoing the in-house education.
Incidentally, the expansion of the service team has surely not become necessary, as malfunctions on DESMA machines started to accumulate, in fact the number of machines in operation is continuously growing. The all-time high sales figures of 2007 have not just had an impact on turnover, but also involved additional work for the service. And what is more, technology is becoming increasingly better, but simultaneously more complex as well.
For an even better, faster and more efficient customer support, DESMA is constantly working on the development of new testing systems for error simulation. However, since even the best technology is only as good as the people dealing with it, Moritz Heni, head of Customer Care Center, and his 11-person indoor service team attended a training camp with the following agenda being addressed: Telephone training with conversation preparation, argumentation and conversation structuring as theoretical and hands-on part. Here again the defined goal was to narrow down the problems of the caller, finding the cause and working it out.
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