WORLD OF INDUSTRIES 02/2018

Enough time to focus on the core business
Beumer Customer Support offers customized service agreements
to customers. These include, for example, the supply of spare parts,
preventive as well as routine maintenance, and the operation of
the systems. They are matched individually to the respective needs
of the customer, including service intervals and response times
as agreed by contract. “More and more manufacturers, especially
logistics service providers, wish to concentrate on their own core
business and to delegate the responsibility for their systems and
We take
responsibility for
smooth material flows
of customers – even on
the customer’s site.
Guido Hesse, Director of
Customer Support at
Beumer Group
machines”, says Hesse, identifying a pronounced trend. “Therefore,
Residential Service plays an important role within our Customer
Support portfolio.” This service means that Beumer employees
take on the responsibility for operating times, performance and
economic efficiency – if necessary, they stay permanently on the
customer’s site. The systems have to be always perfectly adapted
to their tasks, and all processes have to run smoothly. “In a highly
competitive environment, we convince our customers with reliability
and a high level of system availability,” explains Hesse. Successful
customer support requires an understanding of the mentality of
the customer: How is the customer positioned? What are his goals
and how does he want to develop in the future? These questions
require tactfulness and cultural know-how.
Reliable operation increases turnover
A sports manufacturer, for example, relies on this service at his
new distribution center. The newly leased 40,000-square-meter
warehouse complex is in the immediate vicinity of the extant building.
Both buildings are linked to each other by an approximately
370-meter-long conveying system. In the head office, the supplies
for retailers and distributors home and abroad are processed, while
the internet orders from all over Europe are exclusively handled in
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