Solema Customer Care: a new name and identity for a historic service that has long been one of the company’s key strengths. With more staff employed and a higher-quality offering, the service now includes a range of new products and solutions designed to provide customers with the utmost care and continuous support.
Solema continues its strategy of perfecting its customer support – which has always been one of the company’s strengths – by introducing the new Customer Care service, officially unveiled during the latest edition of drupa 2024.
A service designed to save you time and money
After-sales service plays a key role in the relationship between a company and its customers. When carefully and precisely managed, it not only fulfils customer needs but also serves as a valuable tool in achieving significant time and cost savings.
In the Graphic Arts sector – covering bookbinding machinery and automation solutions – and the Paperboard sector – covering solid and corrugated board cutting and assembly machines – the after-sales service is effectively an integral part of the sales process.
A new name for an historic Solema service
The first strategic step was to give the historic customer service department a new name and identity. What was formerly known as After-sales service is now Solema Customer Care - Tools for protecting your investment, a claim that clearly communicates its focus on investment protection.
Beyond the rebranding, key changes include an increased number of employed resources and the introduction of new services to complement the existing ones.
A few words from Cristiano Brignoli, an after-sales veteran.
So, what exactly is changing in customer service?
We asked Cristiano Brignoli, who has been working in this department for over 10 years:
"Our aim was to create a new image for the support service, which is often perceived by customers more as a cost than a benefit.
So, we focused on improving our approach to customer care, striving to provide an increasingly accurate service aligned with a broad range of needs, significantly enhancing the level of support and assistance.
To achieve this, we have reorganised the department, adding new resources and services to make it more effective and efficient.
The changes involve not only a new name but also an increased number of staff and the improved quality of the services offered, with the introduction of a range of products and solutions that weren’t previously available. All this with a view to ensuring that customers receive the utmost care and ongoing support tailored to their individual needs.
My hope is that the effort invested in our after-sales support leaves a lasting impression of full customer satisfaction, since Solema’s core mission has always been to help our customers safeguard their investments.”
A team of 10 professionals and three service levels.
The Customer Care department currently comprises around 15 people: five office-based staff and more than ten external specialists – including field technicians – who visit customers directly to provide various forms of assistance.
This team of “service professionals” underscores Solema’s commitment to building strong customer relationships, a key factor that extends far beyond the purchase, continuing well into the after-sales phase.
Every one of our Customer Care services guarantees ongoing and tailored support for customers, ensuring the proper functioning of their machines and systems.
With this in mind, the reorganisation involved the definition of three distinct service levels:
- SUPPORT technical interventions to ensure the correct operation of machinery and systems
- INVESTMENT PROTECTION tailored interventions based on customer needs
- PRODUCTIVITY IMPROVEMENT programs designed to enhance business performance
The SUPPORT service employs the following tools:
- HELPLINE telephone support in case of malfunctions
- PARTS supply chain and logistics for spare parts
- REMOTE remote support system for machinery
- ON FIELD SERVICE on-site technical support for targeted interventions
- RELOCATE relocation of existing machinery
The INVESTMENT PROTECTION service employs the following tools:
- INSPECTION detailed machine check-up with a corresponding report
- PREVENTIVE MAINTENANCE AGREEMENTS prevention of machine wear and ageing
- REMAN comprehensive structural overhaul of existing machinery
- UPGRADES upgrading of machine components and electronic systems
- AUTOMATION AUDIT review of existing automation process
The PRODUCTIVITY IMPROVEMENT service employs the following tools:
- PERFORMANCE SOLUTION study of specific solutions to optimise productivity
- PRODUCTION SUPPORT on-site technical support during the production process
- TRAINING staff training to maximise productivity and the return on investment
In total, 13 tools have been specially designed to protect your investments, as reflected in the claim accompanying the service: Tools for protecting your investment, reaffirming that Solema is the only company in the industry capable of offering innovative Customer Care solutions.
For more information or to request our Solema Customer Care services, write to customercare@solema.it or call 035 654111.