Customer Service 2.0 at Bystronic Lenhardt

In line with all new plants, the Bystronic Lenhardt GmbH which is part of  Bystronic glass Group, has now launched an optimised, spare-parts catalogue tailored specifically for customer machines.

In CD-ROM format this enables customers to easily identify the required parts and order them directly online.  This speeds up the entire delivery process while helping to prevent any wrong orders”, Harry Auer, Head of Customer Service summed up regarding the improvement.  The manufacturer of machines and plants for insulating glass production has provided a spare parts catalogue on CD-ROM for eight years now. “The parts catalogue is recognised by customers as an extremely useful tool having become firmly established with our customers,” Harry Auer was pleased to report.However, there were various reasons for a m oder nisation: thanks to an improved search feature, which not only sorts keywords and machine structure, but which can also search various categories. The user can now find the appropriate machine part far more easily. Now, for example, wear parts such as seals or rollers can be collected into a group, while durable machine parts such as motors or bearings are located in their own specific category. 
 
Intuitive Operation
Each individual spare part is accompanied by a photo which immediately appears to the customer in the overview. “This not only makes it easier to identify the correct part, it is also in line with the current standards familiar to users in online shops”, explained the Head of Bystronic Lenhardt Service. In view of this the visual display and navigation also underwent a complete redesign. Customers can place the required parts into the shopping cart at the click of a mouse and then confirm the order straight away online. The customer is then immediately sent an order confirmation email. Alternatively, customers can also request an offer to match their requirements before actually making an order.  
 
To ensure that the new spare parts catalogue is practice-oriented and user-friendly, Bystronic Lenhardt GmbH actively involved several customers in the development process: this enabled them to test the improved service throughout autumn 2009 for the first time, after which they offered their opinion. At the same time consideration was given to the fact that over the past few years users’ habits have also changed in relation to internet browsers used: the new catalogue display and the online ordering process function fully independently of the actual internet browser used.

Bystronic glass media contact
Iris Minten
PR / Online Communication
c/o Bystronic Lenhardt GmbH
Karl-Lenhardt-Str. 1-9
D-75242 Neuhausen-Hamberg
Phone +49 (0)7234 601 120
 
Fax +49 (0)7234 601 114
iris.minten@bystronic-glass.com

600450 Customer Service 2.0 at Bystronic Lenhardt glassonweb.com

See more news about:

Others also read

Two Bystronic glass B’VARIO TPS® IG lines face to face at Northeast Building Products in Philadelphia (USA).
Long-term efficiency combined with tailored solutions were key aspects to HEGLA being the preferred machinery brand for market leading glass processors, Custom Glass, when investing in advanced modern system solutions.
As preferred partners this has been another very successful year for Bystronic glass UK and HEGLA UK, with many positive results achieved.
“Join us at the top” was the exhibition motto of Bystronic glass at glasstec 2018 and the show proved very successful with exceedingly positive results achieved.
As Glasstec doors were shut the success of the show was irrefutable with the glass industry having focussed on innovations in glass technology that are combined with Industry 4.0 developments.
At glasstec 2018 from 23 to 26 October 2018, two business units of Conzzeta AG (Switzerland) will for the first time be holding a joint event and trade fair campaign. A special sporting challenge awaits visitors to the Bystronic glass stand in Hall 14, Stand No. A51 / A52 this year.

From industry

Add new comment