Rehm Optimizes Customer Service with a Digital Ticket System

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Knowledge management and transparency are becoming increasingly important for productivity and quality in customer service. Recently, Rehm Thermal Systems restructured its global service organisation and has now introduced a modern order ticket system to support it. With this innovation project, the Blaubeuren-based company is preparing itself for continuously rising market demands.

With the aim of providing customers with even better support and innovative solutions, a new order ticket system has been implemented at the Global Service Centre of Rehm Thermal Systems GmbH. This provides the customer support team with real-time data on all customer enquiries, system history, maintenance activities and order processing. Extended data collection and visibility across departmental boundaries not only improve response times and service quality but also lay the foundation for further enhanced on-time data analysis. Thanks to the increased transparency, Rehm Thermal Systems and, in turn, its customers benefit across departments. In the next project phase, the system will be rolled out to the company’s international subsidiaries and distributors.

“The introduction of the ticket system and the new cloud application for customers and service staff elevate our communication and capabilities to the next level. With the help of an AI-supported knowledge database, which will be presented at Productronica, operators and service staff can access the relevant know-how,” says Roger Böttinger, Head of the Rehm Global Customer Service Centre. “Our expertise as a system supplier in the construction and integration of complete production lines, combined with our continuous process support, is already highly valued by customers today. The new structures and software possibilities will further enhance service quality and customer satisfaction,” he adds.

At the same time, the global service organisation is being consistently advanced on the organisational side. At the Global Service Centre, the areas of project management, order processing, commissioning, maintenance and after-sales management are now consolidated. With a worldwide presence, including representatives and partners in more than 24 countries, and increasing complexity of requirements, these are forward-looking measures to further boost efficiency and to continue acting as a reliable partner for customers in the future.