Friday, December 11, 2020
Vecoplan AG places great emphasis on service. “Extremely important criteria for us and our customers are the performance, availability and process stability of the machines and systems,” explains Jochen Pfeil, Head of the Service division. “The market wants to benefit not only from efficient machines, but also from the competence of the manufacturers,” says Jochen Pfeil, who has headed the Service division at Vecoplan AG since mid-June this year. Headquartered in Bad Marienberg in Germany’s Westerwald region, Vecoplan develops and manufactures machines and plants for the resource and recycling industry.
Whether it’s plastics, used wood, scrap wood, waste, files or data storage media, the shredding, storage, separation and conveying solutions from the Westerwald company process different materials into high-quality output and feed them back into the raw material cycle. Vecoplan designs the plants and systems for continuous operation. To this end, the machine manufacturer offers users various service agreements that they can tailor to their operations and contractually define. This all starts with spare parts: “Components that are supposed to ensure the longest possible service life of the machine are naturally subject to wear and tear,” says Pfeil.
Vecoplan provides its customers with everything from a single source: installation, commissioning and service. During conversations with customers, Jochen Pfeil has often noticed that they attach great importance to well-trained specialist personnel. They expect comprehensive know-how in the usage scenario. “The more competent our employees are, the more our customers trust us. Users receive high quality from our service teams, even if the schedule is tight,” says Pfeil.
“Germany and other European countries are largely served by our own service technicians,” says Pfeil. “We also have sites in the USA, the UK, Spain and Poland. Regions that we have not staffed with our own personnel are covered by our partner network.” This means that customers all over the world always have a direct contact person. This proximity enables the technicians to react faster – and shorter distances are of course also less costly for the user. Vecoplan is continuously expanding its European sales network.
It’s digital networking of machines with the manufacturer to allow remote access at any time. Vecoplan’s specialists can access the controller or the control panel and identify, analyse and eliminate errors in real time. Live images can be transmitted via webcams and complex technical issues can be explained using chat or video/teleconference technology. “Relevant data and documents are also available online,” says Pfeil. All the service measures are also listed. For example, users are reminded in good time when maintenance activities are due.
Vecoplan has bundled the implementation of these requirements in its Vecoplan Smart Center Strategy (VSC). The Westerwald company offers a modern communication interface via VSC.connect, for example. “The basic equipment includes the monitoring and evaluation of machine data and the issuing of service requests,” says Pfeil. The customer also has access to relevant documentation such as operating manuals, data sheets and tutorials. “Thanks to this powerful digitalisation concept, we can maximise the efficiency of our plants and systems,” explains Pfeil enthusiastically.
Tags: LIGNA 21, pandemic, services, vecoplan, woodworking and manufacturing, woodworking industry
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