instrumentation and test systems
RESPONSIVE EASY TO WORK WITH PROFESSIONAL ADDING EXTRA VALUE
750 service employees 50 locations
D E C EMB E R 2 0 1 8 2 5
The second goal of Customer Services is to focus on understanding the
customer’s needs, processes and specific tasks. To achieve this, Application
Services have been built up in the past few years, supported by a core team
of more than 140 people worldwide. The team’s experiences – as well as all
experiences from the service workforce - will be fed into a comprehensive
and detailed knowledge database, so that whoever the customer speaks to
at AVL, the solution they get is unique to them, and reinforces AVL’s global
expertise. Ultimately, the aim is for the customer relationship to become one
of collaboration, as if we are a member of the customer’s own team, rather
than just a voice at the end of the phone.
Customer integration, transparency of transactions and real-time information
are the themes that underpin the updated value proposition. Moreover,
these values add an exciting new dimension to the AVL experience,
forming the basis of the our Digital Customer Cockpit. This online service
gives the customer access to us 24 hours a day, wherever they are globally,
with a variety of solutions at their fingertips. This moves us closer to the
customer and their needs than ever before.
“The Customer Cockpit is a platform where we can provide information,
expertise and anything our customers need to be able to do their work,” explains
Poggenburg. “They can see their assets and cases, manage their service
workflows, order spare parts, training and other services via AVL eShop™,
book the next available calibration slot, and a lot more.” This digital
offering completes the holistic approach that connects the processes of the
customer to our processes, resulting in a collaborative approach based on
clarity, transparency and the notion of customer self-service. This collection
of tools and processes will now form the foundation for the next Customer
Service era over the coming years.
The next milestone is to roll out core interactions to all customers via the
Digital Customer Cockpit. This will be accompanied by the first Smart
Services Applications with focus on asset management, efficiency reporting
and automated service workflows in the first step. “Customer Services
shall positively influence the whole AVL experience for the customer, at
every point in their in-use phase,” says Poggenburg. “We are anywhere our
customers need us, and we have created an ecosystem that puts their particular
needs in front of our people so we can properly help them to reach
their goals. This prepares us to deliver on customer expectations in a rapidly
changing environment.”
Worldwide more than
750 service employees
in the field are ready
to assist in more than
50 locations.