The World is experiencing unknown and unpredictable times. The pandemic affects every aspect of our lives and businesses. For sure, some of our learnings helped us to cope more easily with these challenges even most never happened in the past.
Most of us started to change our routines in regard to having same result by using different methods. First and basic example is home-working. If your job description and your area of work allows you to do so, it was one of the first reaction we reflected while affected by pandemic. It is also the case for my business in Customer Services.
Many of our team members both in HQ and regions have converted their Home-Office into a “Customer Services” branch-offices and keep being available for our customers; whether via the hotline, in portfolio development, sales or in the many other different functions that support sustainability of our business. In addition to this, our service experts who are continuously onsite with the customers, make sure that we put the customer first – anytime and under any circumstance. All together, we constantly ensure the highest level of customer satisfaction and reassure our customers that they can rely on us even in this unprecedented times…
There are of course other aspects of being able to support society. Some industries need to kept running without service disruption during these days. Food & Beverage, Chemical, Infrastructure, Water Utilities… These all are critical industries which have to keep lights on to supply required products / services to community. We as Customer Services also worked hard by helping to keep important industries running worldwide…
Although we are all facing the impact of COVID-19 in our daily business – Customer Services remain dedicated partner for our customers to ensure their business continuity. Together with regions and customers we work hard to meet business-critical needs for customer’s plants and operations.
We made Keeping Plants Running to our motto in terms of being closer to our customers even during these challenging times. From portfolio point of view, we offer various services to maintain high availability to run business on very high output.
By name under “Services in Challenging Times” we have expanded the existing offering in terms of being able to create a comprehensive coverage as well as created new offering by putting digitalization and remote services into the core. A few examples of what we have done so far:
- We have implemented remote service technologies for dedicated support.
- By analyzing the existing assets, we have offered spare part services to benefit from availability of critical spare parts which are crucial for continuous production.
- We have provided virtual support to get connected customers / regions and HQ centrally to act rapidly and effectively.
- We have promoted web-based trainings to improve knowledge level about products and services.
In addition to these, we continue to offer various services to save costs and use idle time of employees while being affected by large and long shutdowns like:
- Preventive maintenance activities
- Consulting services
- Improve performance with retrofit and migration services
These all are carried by passionate “Customer Services” teams about adding value to global Siemens business…
You need to be ready turning your direction instantaneously, when required…