Photo by BEUMER Group GmbH & Co. KG
For BEUMER Group, Customer Support is much more than just a service. Approximately 1,000 employees worldwide now work for this business segment. They take care of the customer, starting with the first project discussion, through the time when the system is in operation. The offered portfolio includes different services, in particular Residential Service. With this service, companies can hand over the complete responsibility for availability, performance and economic efficiency of their material flows to BEUMER specialists, who ensure trouble-free operation of the systems – and even stay permanently on the customer’s site.
作为国际内部制造业领导者，在运输，装载，托盘，包装，分配和分销技术领域提供定制的系统解决方案，Beumer Group知道客户带来的特定挑战。他们对机器可用性有很高的需求，因此对客户支持。这就是为什么系统供应商已开发和扩展其客户支持并将其自身确立为业务领域的原因。由于其全球定位，该小组在过去几年中一直通过专门培训的员工优化并扩展了这一细分市场。“我们不仅提供服务产品，而且我们真的要小心，” Beumer客户支持总监Guido Hesse。“这对来自不同行业的用户越来越重要。” A continuously high level of availability has to be ensured to enable companies to stay competitive.
Enough time to focus on the core business
Beumer客户支持为客户提供定制的服务协议。其中包括，例如，备件的供应，预防和常规维护以及系统的操作。它们单独匹配客户的需求，包括按照合同约定的服务间隔和响应时间。“More and more manufacturers, especially logistics service providers, wish to concentrate on their own core business and to delegate the responsibility for their systems and machines”,says Hesse, identifying a pronounced trend.“因此，住宅服务在我们的客户支持投资组合中起着重要作用。”这项服务意味着Beumer员工负责运营时间，绩效和经济效率 - 如有必要，他们将永久留在客户的网站上。这些系统必须始终完美地适应其任务，并且所有过程都必须顺利运行。“在竞争激烈的环境中，我们以可靠性和高水平的系统可用性说服客户”explains Hesse. Successful customer support requires an understanding of the mentality of the customer: How is the customer positioned? What are his goals and how does he want to develop in the future? These questions require tactfulness and cultural know-how.
Reliable operation increases turnover
例如，体育制造商在他的新配送中心依靠这项服务。新租赁的40,000平方米仓库综合大楼位于现有建筑物附近。两座建筑物彼此相连，大约370米长的输送系统。在总部，处理了零售商和分销商在国内外的供应，而来自欧洲各地的互联网订单则专门在其他仓库中进行处理。该公司打算大大增加其在电子商务领域的营业额。每天最多应该在高峰时间处理200,000个在线订单。
This calls for efficient material flows and reliable technology. The new building houses fully automated rack systems with about 300,000 storage places, order picking solutions, packaging stations and more. The biggest part of the intralogistics system is an almost nine-kilometre-long conveying system.“滚子输送机和皮带输送机将各个区域彼此联系在一起，并将货物从A到B。explains Günther Rother, Maintenance Manager at BEUMER Group. He belongs to a team of 70 service technicians who are working in five shifts 24 hours a day, 7 days a week to ensure smooth processes on site.
整个服务寿命中的平稳运行
To ensure that the systems are always perfectly adapted to their tasks and all processes run smoothly throughout their service life, BEUMER employees also carry out preventive maintenance. Günther Rother explains:“This way, we can avoid uncontrolled machine breakdowns, which can be very expensive for our customers.”该团队以定义的间隔对系统进行维护和检查工作。“例如，我们删除污垢，因为它可能会影响机器和系统的操作可靠性”罗瑟说。“Movable parts are lubricated and correctly adjusted if necessary.”该团队检查机器和系统的安全设备及其电学组件和自动化技术。进一步的工作包括由于组件的不定期故障而导致的纠正性维护，例如故障诊断和故障排除或维修。“We develop and implement concepts which enable a long-term and trouble-free operation of the buildings”，添加维护经理。员工以商定的间隔进行检查并定期维护技术安装。
所有备件可用吗？
“我们总共管理了大约2,500个不同的备件”罗瑟说。“如果需要，我们将继续调整该范围的范围和可用性。”为了支持日常工作并确保我们的客户具有高度的透明度，Beumer团队已经编程了精确匹配的计算机维护管理系统（CMMS）。“该软件管理与维护有关的所有信息data base。它尽可能及时提供有关备件的订单信息，管理备件并磨损零件清单并计算需求。每个采购过程都可以精确记录。”
“我们已经制定了一个备件概念，使我们能够在两分钟内将所需的组件带到相应的维修地点”，Beumer Group的Markus Petermeier，运营和维护经理解释说。“此外，我们开发了一个培训模块，允许我们的技术人员在所有系统零件上进行训练。这有助于我们确保客户所需的可用性。在这里，我们谈论的是99％以上。”To ensure successful functioning, Residential Service also includes emergency schedules and exercises on system recovery and troubleshooting to enable the shortest possible response times. This also applies to remote diagnostics provided by the BEUMER hotline.
一个联系人满足所有需求
The service technician Daniel Schweer also belongs to the team:“We also take care of system parts supplied by others.” The customer only has one contact person who is available directly on his site for all questions, which makes communication much easier.“We also gain more knowledge this way“, says Daniel Schweer. If the customer plans to expand the system, the versatile and highly qualified BEUMER team can develop a variety of individual solutions.
Beumer Group每天的每一天都提供全天候的支持，适合其客户的需求，在这种情况下是体育制造商。“Our goal is to continue to improve trouble-free material flow in order to guarantee value-added processes for our customers”, explains Hesse.“我们承担完全的责任，并确保从长远来看它们保持竞争力。”
有关更多信息，请访问https://www.beumergroup.com。
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