Aerzener Maschinenfabrik has been merchandising pro-active After Sales Service for some years - and receives extremely positive feedback which could help to prevent many problems.

Pro-active and reactive services are of equal importance in the organization of After Sales. But what does
it really mean “pro-active” service? This means that we do not wait for the call of a customer announcing a problem or requirement but that we contact him in regular intervals offering him a visit, a counselling interview or the inspection of his machines.

In 2005 Aerzener Maschinenfabrik started this pro-active service: Aerzen service advisers visited customer plants - especially those operating Aerzen machines but not having asked for service at all or for a longer time or customers who order only a few service products as for example spare parts.

Qualified ...

The three Aerzen service advisers visit a plant in intervals of 1 to 1,5 times a year. “Some competitors practice this support more frequently”, service adviser Andreas Kleine knows. “But many customers feel uncomfortable with this practice generally not being necessary for reasonable machine maintenance.”

The reaction of the customers is absolutely positive last but not least because of the qualified service in all questions about Aerzen machines. The service adviser negotiates concrete service measures during about 50 per cent of his visits.

... reasonably priced ...

Operators often criticize that the costs for assembly are twice as much as the hourly rate of a small craft enterprise. To convince sceptical customers of the better service quality, Aerzener Maschinenfabrik offers an inspection of all machines including costs for travel for a lump-sum of 500 euros. A manageable amount that can be ordered for example by a manager of a sewage plant without having asked for the acceptance of his mayor or the head of the association.

... and on site

Many free service providers specialize in Aerzen series of blowers up to GM 80L/GMa(b) 14.8, as they can be found in sewage plants and mills for example. The costs of these companies are supposed to be advantageous due to the proximity to the customer.

But Aerzen Service offers a nation-wide network of service bases; not to mention the better technical expertise in view of the own products. In addition to this, Aerzen Service offers innovative and advanced service products like the repair-exchange procedure.

Aerzen Service Organization has exhibited for many years at big trade fairs like IFAT, Powtech and Achema as well as at the special service fairs like Maintain in Munich or Maintenance in Duisburg to contact the maintenance sectors of the plant operators more directly. Furthermore, Aerzen Service Organization participates in DWA association congresses or gives lectures and advises at DWA neighbourhood meetings of the operators.

Contact:
service@aerzener.de
Phone: +49 5154 81 75 29