Our remote maintenance tools have served our customers throughout all phases of commissioning and service.
Saurabh Kulkarni Mobile Automation Expert, India, B & R Automation How has the pandemic impacted the company’s strategies of maintaining the customer-connect? How is the same evolving now? Health risks and regulatory measures
– Saurabh Kulkarni
Mobile Automation Expert, India, B & R Automation
How has the pandemic impacted the company’s strategies of maintaining the customer-connect? How is the same evolving now?
Health risks and regulatory measures have resulted in economic challenges for most companies around the world. Nevertheless, B&R remains fully functional and dedicated to our customers. Committed to exceptional service and aware of global challenges, we have adapted to the frequent changes promptly and decisively – and this is an ongoing process. We maintain contact with our global resources and business partners online through forums like webinars, training, strategic business discussions, etc. We are always doing our best to ensure the continuity of our global operations and support. Things are evolving now with a shift in futuristic plans. It’s not only planning because we all have dealt with one of the significant situations which was never planned. As business partners and technology leaders standing beside our customers has been the epitome of survival.
Brief us on the measures taken for effective and efficient customer engagement with newer technologies and revenue models and improved mechanisms for feedback on product improvements?
Our remote maintenance tools have served our customers well throughout all phases of commissioning and service. Online collaboration platforms for training, meetings, and discussions have upheld and even strengthened our daily interactions with customers and partners. Our commitment to future-proof technology and continuous innovation has helped our customers seamlessly enhance their machines and emerge from these unprecedented times more competitive than ever. Our team has always been dedicated to customer handling for various requests. Also, upgrading new technologies and reaching out to customers to make life easy and reduce time loss have always been our top goals. We have ensured that our R&D teams are always focused on product improvement and exercising the floor demands. We are not only product suppliers but also business partners committed to the growth of our clients too.
The consumer touch point that companies continuously attempt to influence is the relationship between the brand and the consumer. How do you nurture this relationship in terms of after-sales initiatives and customer care?
We are proud of the best-in-class service and support we offer our customers. Support doesn’t end only by delivering the products. Our technical team sits with customers on their shop floor and brings machines to live. Every pilot case is studied and applied to technical expertise efficiently. Our support is extended to get a machine or project from the prequalification stage to the series stage and thereafter support. Our World-Class Support hotline enhances our customers’ experience and lets them offer their customers faster service and reduced machine downtime. We have a dedicated support hotline that serves as a single point of contact for our customers nationwide. We ensure that our customers receive a consistently high level of support with the fastest possible response times through dedicated support. Our online Support Portal allows all our customers worldwide to create and track support requests and share support documentation via the B&R website. With the new hotline, our customers also benefit from streamlined telephone support from a local team of experts. Our highly qualified support team is committed to our customers’ success and has the expertise it takes to help them gain a competitive edge in their market. The number for the World Class Support hotline is +91 83 80 800 008.
What are the major challenges you face in sustaining the customer satisfaction levels, especially in today’s context?
Things are very challenging now; you never know what we will see in the coming hours; in all these difficult times, customer satisfaction is something all of our team aims for. The phrase ‘Customer is king ‘has always been the driving force. We all work each day tirelessly to make things pace up properly. Providing accurate and timely information to our customers always helps them to plan accordingly. There are certain unavoidable restrictions we all are facing today. Certain things do not go even if planned, and it’s an unending line to satisfy customers.
Nevertheless, channeling the right inputs to them solves many difficulties and being transparent helps them understand things better. All the trust cannot build in one day; we have persistently been on the side with our customers. Being a business partner gives you a lot of stacks to carry and move ahead. B&R has always inculcated values; our growth and market stability have been craftsmanship experienced by many. All these accolades are achieved with a lot of support from our customers. Thus, sustaining customer satisfaction is not a one-day job but an ongoing process.
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