„Listen & Act“ – Heidelberg’s Customer Experience Management
In the age of digitalization, factors such as maximum customer satisfaction are becoming increasingly important in addition to high product quality. Only a positive customer experience across all channels along the customer journey enables a company to remain competitive in the market on a sustained basis. “Our goal is therefore to turn customers into fans. This requires, among other things, continuous improvements in all Heidelberg services,” says Walter Sexauer, Head of Customer Success HDU.
As a basis for the continuous improvement of maintenance and repair processes, Heidelberg measures customer satisfaction after each service call – individually, permanently and immediately after customer contact at the touchpoint. HDU uses the Net Promoter Score as an effective and proven method. With Qualtrics’ Customer Experience solution, every customer in Germany receives a short online questionnaire after a repair has been carried out. The questionnaire can be completed conveniently on the computer, smartphone or tablet.
The majority of customers is highly satisfied with the competence and speed of Heidelberg Service. Nevertheless, one must remain realistic: In complex processes, from the receipt of a fault report to remote access, spare parts logistics and on-site repair by a Heidelberg service technician, all processes must be perfectly interlinked. That’s why it’s important to keep the entire service process under constant scrutiny – after all, Heidelberg always wants to live up to its excellent reputation in the future. And this reputation is based on the high productivity and availability of our machines.
“HDU’s Customer Experience Management solution is an important tool for us in collecting customer feedback and making the customer experience with our service even more positive. With the introduction of the Net Promoter Score, HDU generates a significant contribution to customer centricity and operational excellence at Heidelberg,” explains Rainer Wiedmann, Managing Director of HDU.