FDBusiness.com

Fast and Efficient Help – KHS Expands its Service Activities

 Breaking News
  • Campbell Soup Company CEO Retires US food group Campbell Soup Company has announced that Denise Morrison, President and Chief Executive Officer, has chosen to retire with immediate effect. Keith McLoughlin, a Campbell Board member since 2016, has been named interim CEO and will also remain a member of the Board to facilitate an orderly transition in management while recently elevated [...]...
  • Valio Establishes New Business Units in China Valio, the Finnish dairy co-operative, is stepping up its activities in China with the opening of a new head office in Shanghai. The newly established head office will focus on serving the Chinese market. Besides the Ingredient business units, Valio China has also established the new business units of Retail and Food Service. According to Euromonitor [...]...
  • Nestlé Launches Global Initiative to Help Children Lead Healthier Lives Nestlé has announced its global ‘Nestlé for Healthier Kids’ initiative. The program includes the further development of healthier products and advice for families on nutrition and exercise. It aims at helping 50 million children lead healthier lives by 2030. Since its foundation, Nestlé has been committed to helping parents and caregivers provide the right nutrition to their children. [...]...
  • Dunnes Stores Simply Better Collection Recognised at International Excellence Awards Dunnes Stores’ Simply Better Collection will be presented with five prestigious accolades at the Private Label Manufacturers Association (PLMA’s) 2018 International Salute To Excellence Awards, taking place later this month in Amsterdam. This is the third year in a row that the Dunnes Stores Simply Better Collection has been recognised for excellence at the PLMAs, last year [...]...
  • CHEP Enables Highland Spring Group to Achieve Substantial Environmental Savings Highland Spring Group, the UK’s largest supplier and producer of natural source bottled water, is enjoying significant environmental savings thanks to the use of CHEP’s pooled pallets within its supply chain. Last year, the owner of brands such as Highland Spring, Speyside Glenlivet and Hydr8, signed a three-year contract renewal with CHEP, the supply chain [...]...

Fast and Efficient Help – KHS Expands its Service Activities

Fast and Efficient Help – KHS Expands its Service Activities
May 11
09:49 2018

Help with troubleshooting seven days a week round the clock – KHS has made the worldwide service offered by its 24-hour hotline even more efficient. Fast reaction times and quick processing of customer inquiries are not only ensured by the qualified and experienced hotline engineers who act as direct contacts; with its uniform hourly package system the Dortmund systems supplier now also gives its clients plannable security and simpler invoicing.

In Brazil the operator of a beverage producer has a query about the free-flow system on the Innosept Asbofill aseptic filler; in China there are problems during can filling on the Innofill Can DVD: when the production process is disrupted, for whatever reason, customers receive help with troubleshooting through the KHS 24/7 help desk whatever the time of day. In order to make processes even more efficient and be able to help even faster, KHS has made long-term changes to the structures behind its service activities. A team dedicated solely to technical support is now available with immediate effect. “These KHS service engineers act as designated contacts who deal with our customers’ problems round the clock,” says Ingo Hackler (pictured), head of the 24/7 Help Desk, Remote Diagnostics Service und Service Contracts Department at KHS. “Thanks to their many years of practical experience they are familiar with all of our machines right down to the last detail and with their broad range of knowledge are specialized in helping with problems – even if just on the phone.”

More than 60,000 spare parts in stock at the KHS World Logistics Center

Bottlers are given the fastest possible assistance on the hotline to prevent high production loss and long machine downtimes. To this end KHS has introduced a three-level system. The customer inquiry is first categorized and the problem identified. The query is then passed on to the relevant contact. The first level of support deals with the technical and commercial processing of spare parts. At the second level the trained engineers who assist customers with their extensive knowledge provide technical support on the phone or through the ReDiS remote diagnostics system. If necessary, at the third level experts from the design engineering departments are called in to help further with troubleshooting. “This setup enables us to give our customers faster, more efficient help,” says Hackler. KHS is also specifically investing in the ongoing basic and further training of its service engineers. “In doing so we reliably ensure line availability in the production process and significantly help to boost our bottlers’ competitiveness,” Hackler explains.

Should a part on the machine have to be replaced, this is immediately dispatched from the vast KHS World Logistics Center in Dortmund, 20,000 m2 in size, which was specially erected for this purpose. “So that we can help our customers without further delay and the package arrives promptly at its destination, we work worldwide with reliable and renowned logistics partner DB Schenker,” states Hackler.

Besides increasing efficiency through direct contact KHS has also revised and simplified its invoicing system. Where previously there were four different tariff variants, the Dortmund machine manufacturer now offers a uniform hourly package system. “Customers can arrange flexible hourly packages for single machines or entire plants which are more cost efficient the more hours are booked,” states Hackler. Packages of 10, 25, 50 or 100 hours can be procured, with the price per hour falling as the size of the booked contingency increases. This simplified invoicing system is also beneficial when it comes to accounting. “This means that fixed contingencies of hours can be booked and thus fixed annual costs budgeted for,” Hackler declares, who sees the further development and restructuring of the hotline as an important element in the holistic service approach adopted by the KHS Group. “Following the setup in 2010 this is the next logical step to take. With it we’re consistently continuing with the expansion of our services and giving our customers the security they need in daily operation.”

About Author

mike

mike

Related Articles



Food & Drink Business Conference & Exhibition 2016

Upcoming Events

  • May 21, 2018London Int'l Wine Fair
  • May 22, 2018European Coffee Expo
  • June 1, 2018Gluten Free Expo Slovakia
  • June 3, 2018Vinoble
AEC v1.0.4

Jobs: Food Packaging

find food jobs

The Magazine

F&D Business Preferred Suppliers

New Subscriber





Subscribe Here



Advertisements