“These new products are a whole lot more than just remote fault reporting systems. They safeguard communication between operators, service staff and specialists, consolidate information at a single location and help customers and our company to optimize product operation,” emphasized Jürgen Winterholler, who heads mtu’s Digital Solutions section.
Customer Care Centers for rapid solutions
The data collected is not only invaluable for customers. mtu
experts and network partners can also access and analyze them in order to provide additional customer support. For example, mtu
service staff can efficiently plan preventive maintenance schedules and adapt maintenance intervals in order to further guarantee the reliability and availability of engines and systems. And if an issue should nevertheless arise, mtu
experts at three Customer Care Centers are ready to provide rapid-response solutions. These Customer Care Centers have specialists from Sales, Service, Quality, Development, Applications and Logistics who can work together to solve the customers’ concerns as fast as possible.
The Customer Care Center teams are located in different global time zones in Friedrichshafen, Novi and Singapore, so they are always available 24/7 on a ‘follow-the-sun’ basis. At the same time, fault and feedback reports are analyzed and evaluated by quality specialists who pass the results on to the Product Development section.
“Along with our digital solutions, the new maintenance contracts and global Customer Care Centers are permanently transforming our service capabilities. There is a world of difference between yesterday’s service structures and the new ones we offer today. Our customers are reaping the benefits,” said mtu’s Director Global Customer Service, Jörn Lindstädt.