The quality of customer service increasingly informs an organisation’s perception of a business relationship – yet despite huge changes to manufacturing and logistics processes over the past decade, there has been little innovation in logistics and material handling customer service in response.

Steve Shakespeare, Director – Customer Service, Jungheinrich UK.

In a fiercely competitive market, the inevitable consequence of a lack of differentiation is a race to the bottom on price – at a time when customers are actually looking for more, not less.

Customers want better uptime, easier ways to log calls and, critically, performance data that is automatically provided to key compliance and operations systems. Engineers are not just delivering customer service; they are supporting equipment that is embedded within vital intralogistics processes.

Logistics and materials handling equipment suppliers must evolve their business model to one that not only acknowledges the changing customer demand being driven by the digital age, but leads it.

Steve Shakespeare, Director – Customer Service, Jungheinrich UK, explains how in this new digital age, the connected customer service engineer will play a vital role in utilising technology to move the industry forward and add real value to the customer interaction.

Trusted Advisors

In today’s tightly integrated, 24×7 intralogistics marketplace, the performance of every piece of equipment is under scrutiny. With organisations operating to ever more stringent Service Level Agreements (SLA) driven by the end consumer’s expectations, the cost of downtime continues to rise. As such, the role of the customer service engineer, has never been more important – but are materials handling vendors really stepping up to the new challenge?

Organisations rely heavily on these trusted advisors, recognising the value of deep expertise and product experience. Over the last few years, many vendors have empowered engineers with software that provides direct access to a raft of information. However, the speed with which the market is changing is creating a strong demand for greater innovation.

Wired for Speed

In a world increasingly driven by the Internet of Things (IoT) the idea of logging a support call via telephone or email appears outdated. It is far more efficient to download a customer service app, and log a call by scanning a truck’s Quick Response (QR) code. Providing engineers with apps also speeds up the process – providing visibility of the next job plus the ability to click through to Google maps and directions to the customer site.

A connected engineer will no longer require a separate device to locate customer and product information but will have information automatically pushed to him via augmented reality. Virtual glasses, for example, will automatically read the truck’s QR code and provide all the information in the engineer’s eyeline. Of course, a key aspect is the speed with which spare parts can be attained. Again, combining UK based parts inventory with slick logistics will be key to backing up the high- quality experience provided by the engineers.

Embedded Partners

The ability to harness innovative technology will also become ever more important in embracing the joined up, information-led approach to service required to support today’s intralogistics. With the adoption of the IoT increasingly enabling every aspect of the supply chain to be recorded, analysed and adjusted in real-time, the onus is on equipment vendors to feed vital data into their customers’ systems.

Building Expertise

People are at the heart of any customer service model – and it is essential to continue to build expertise. In a market with record employment and a diversity of choice, the latest generation of potential recruits have different requirements. These digital natives have high expectations and any company without innovative technology solutions risks employees becoming rapidly disengaged.

In addition to strong apprenticeships and excellent training, state of the art technology is key to attracting the next generation. A strong pool of customer service engineers who combine longevity and experience with the excitement and desire to innovate, with new, technology-first recruits empowered by connected technology, will be perfectly placed to support customer demand for business agility, change and innovation.

The onus is on materials handling and logistics vendors to step up and meet the challenges faced. As customer businesses embrace technology to achieve unprecedented levels of efficiency, it is this joined-up, information driven approach to service that will become increasingly essential.

Customer service engineers have always been an essential component of the end to end relationship – but the connected engineer is now fundamental to ensuring organisations’ fast evolving business needs can be achieved.

JUNGHEINRICH UK

www.jungheinrich.co.uk

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