Reliable and close to the customer

When a customer in Finland contacts Endress+Hauser, the response comes from Vantaa instead of a location abroad or a robot. The calls are picked up and e-mails responded to by Customer Support Engineer Miika Korpela.

“Responding to various kinds of customer contacts is my main task. In addition, I assist our sales representatives, provide support for technical check-ups and train customer personnel throughout the country,” says Korpela, who has been with Endress+Hauser three years.

To find the answers, Korpela works with the product managers, the factories and the professionals who maintain the equipment. The smooth cooperation ensures that answers are found quickly – often within the same day.

“Customers always benefit from domestic services and close partnership. We achieve significant cost savings by ensuring that the support response times and process interruptions are as short as possible,” Korpela says.

Most tasks related to maintenance and equipment management can be handled between an Endress+Hauser expert and the customer’s maintenance staff over the phone or online. The remote services enable quick reactions without the need to travel to the location, which is more cost efficient and environmentally friendly.

To make the contact even easier, customers can also make a Smart Support agreement, which provides three alternative service levels. The most comprehensive Premium level enables establishing a remote connection to the measurement device through an SMT tablet.

”Through the tablet, we can see the real-time curve drawn by level sensors, for example, and can guide the personnel over a video connection. Smart Support also ensures a faster than normal response time of two to four hours for support requests,” Korpela says.

As an example, Smart Support provides assistance at the Mikkeli wastewater treatment plant where it ensures effective support for maintaining analyzers and analysis measurements, thereby ensuring optimal measuring performance. Cost savings are also achieved thanks to the reduced work load of the customer’s own maintenance staff.

Assistance for the most typical problems is also available through the free Service Portal site, which Endress+Hauser customers can access around the clock.

The Service Portal is a data bank for maintenance. The articles available on the site provide answers for questions related to field devices and applications. The portal stores the customer’s previous contacts and Endress+Hauser’s responses, which are also viewable by other users within the company. This ensures the transparency of information throughout the organization.

The development of service business is one of Endress+Hauser’s most important focuses in Finland. The service team has grown strongly in recent years and a new service center was opened in Ulvila in autumn 2022, which provides a wide range of maintenance and training services to customers in Western Finland.

“There are small and large developments all the time. Now we are piloting a feature that enables a device in a customer process to send a fault notification directly to us. This way, we can respond to failures immediately,” Korpela explains.

Feedback is an essential part of service development, which is why it is requested from customers after every support request.

“The results of the customer satisfaction survey have improved each year. The feedback indicates that we are a valued and trusted partner to our customers!