Friday, September 27, 2024
Vecoplan is continuously expanding its services to deliver even greater customer support, improving the availability of customer equipment. To achieve this, the company is opening branches in key locations, including a recent expansion into France. Many system issues can now be detected and resolved remotely through the advanced Vecoplan Smart Center (VSC) digitalisation platform. Additionally, Vecoplan offers a range of service level agreements tailored for personalised support.
Vecoplan has developed an advanced digitalisation concept through its Vecoplan Smart Center (VSC), facilitating seamless interaction between humans and machines. A key feature is the VSC.connect, a modern communication interface, which is complemented by the intuitive VSC.control panel. This control panel not only enables efficient machine operation but also ensures continuous connectivity with Vecoplan for enhanced communication and support.
“Thanks to the connection to the cloud, our technician can directly access the panel to assist the customer’s employee with operation and service,” explains Patrick Pfeiffer, Service Sales Manager at Vecoplan. “Thanks to the VSC, we can optimally restart equipment in more than 80 percent of cases.” Patrick added further.
Since introducing the VSC in 2019, Vecoplan has expanded its digitalisation concept with additional digital services. These include online commissioning, remote service, key performance indicators (KPIs) and access to a media database. To use these digital services, users simply need to network their machines using VSC.connect. “Our customers can now also access service tutorials that we have developed in-house. This provides them with quick self-help, significantly simplifying tasks, such as changing cutting tips,” says Pfeiffer. The brief four-minute videos clearly and understandably summarise the key points from the user manual.
On site – worldwide
In recent years, Vecoplan has established subsidiaries throughout Europe, including locations in the USA, UK, Italy, Poland and Spain. These subsidiaries have been closely integrated into the Vecoplan Group, bringing sales and service even closer to the customer. “Following the successful integration in Italy, we also opened our own branch in France in 2023,” says Patrick Pfeiffer. “Our main focus in Vecoplan France is on service and sales.” In this way, Vecoplan provides on-site support for its French customers. Experienced technicians and modern tools are available for service and the after-sales business. This facilitates communication within the company during the design and implementation of Vecoplan systems and reduces the number of interfaces.
The subsidiaries primarily impress customers with the consulting expertise of specialists from their own countries. “In France, we have French contact persons and service technicians, as well as a French sales organisation – and we deliver spare parts from France to France”, explains Pfeiffer. “Simply by speaking the same language, we have much more affinity with the customers.” The French service personnel has had very positive feedback about this aspect from customers, who feel more comfortable speaking their own language to the Vecoplan experts, especially when describing any issues they may have. This also creates a good basis for more intensive exchanges with customers regarding the further development of machines that will match their preferences, for instance. Vecoplan is continuously expanding its international sites. For example, a company building and warehouse are currently being set up in France.
Customising service for individual customers
“We constantly strive to offer our customers a service that exactly matches their needs”, says Patrick Pfeiffer. “We customise our services individually to each customer with our service level agreements.” Users can add ‘Basic,’ ‘Plus,’ or ‘Ultimate’ service packages according to their needs. Customers can choose to have extended on-call availability or faster response times, increasing the availability of their machines and equipment.
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