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 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 hours a day, seven days a week help desk. 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 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 specialised in helping with problems – even if just on the phone.’
More than 60,000 spare parts are in stock at the KHS World Logistics Centre.