Close to the customer remotely, too

Compact

Challenge

When a customer needs immediate support, when technicians cannot  attend due to travel restrictions and when a cost-efficient solution is re-quired for a smaller project or to optimize machine performance, Hauni Technical Remote Support reveals its full potential. Tailor-made service  packages are available for every need.

The advantages at a glance:

• High-quality 3rd Level Support
• Less downtime
• Rapid response
• No travel expenses
• Transfer of know-how
• Improved performance

Over recent years, Hauni has consistently  emphasized digitization in its service products – this has proven to be a major advantage for  all customers during the coronavirus crisis. 
“We have been able to deliver the support our customers need almost immediately and at any time, despite the travel restrictions,” reports Maher Saleh, Team Manager Hauni Academy. 
“At the heart of this is our Technical Remote Support, which is based on state-of-the-art technologies.”
More and more customers are discovering the benefits of these services, so Hauni has now assembled a selection of Remote Support  packages. These are suitable for all Hauni and Decouflé machines. Using modern communi-cation tools, such as the new Körber Xpert View app, they offer top quality 3rd Level Support from experts with ten to 20 years of professional  experience. “Customers also benefit from the security of guaranteed access and response times, remote performance analysis and targeted project support,” says Saleh.

Packages for every need

Technical Remote Support is available for every  difficulty faced by Hauni's customers: a lack of expertise regarding a problem with a specific machine, travel restrictions preventing technicians from attending, or urgently needed assistance. Hauni offers the perfect Remote Support pack-age for all these challenges. “We offer a variety of packages to ensure customers have access to the services they require at all times,” explains Saleh. “The Welcome Package allows customers to test our Remote Support services for six months –  with access to an expert guaranteed within one hour on weekdays between 6 a.m. and 8 p.m. and one remote performance analysis per month.” The Best Package offers Hauni customers long-term support that is tailored to their individual needs. It includes 24/5 availability on all working days and covers six incidents per month with a deployment of up to three hours in each case. The Standard Package includes one incident per month and a guaranteed response time of less than three hours.
For clearly defined projects, Hauni creates custom-made project packages with guaranteed response times of less than 15 minutes on all working days and a personal point of contact for the entire duration of the project.

Unlock potential

Remote Support also helps customers to optimize the efficiency of their systems via the Remote Performance Analysis included in the Best and Welcome packages: based on key performance indicators, Hauni experts produce a monthly  analysis of machine data that gives customers specific recommendations for improving performance immediately.
“Of course, customers who don't want to opt for one of the packages can still use our Remote Support on demand via the Basic version,” Saleh continues. “However, customer feedback has shown that the new packages, with their significantly enhanced services, really do hit the bullseye.”

Körber Xpert View

Hauni has made the new  Remote Service App available to all customers for Remote Support. The collaborative, real-time solution ensures rapid troubleshooting, increased productivity and availability, while reducing maintenance costs.