One-to-one support, perfectly matched to customers’ needs

Malfunctions and machine shutdowns pose an especially serious problem in intralogistics, where they can lead to long downtimes. Production and delivery can come to a complete halt. When the systems are of high quality, cost-intensive consequences can be avoided from the very start. But even here, maintenance and service are necessary. The BEUMER Group’s Customer Support team is made up of highly capable experts. Their job also includes providing customers with intensive training. In this way BEUMER ensures that machinery and equipment have a high level of availability. And customers can be sure that their systems will always work smoothly.

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The BEUMER Group has vigorously expanded and improved its Customer Support to meet the needs of its customers, who are steadily increasing their global presence. As a leading international manufacturer of intralogistics systems with tailor-made solutions in conveying, loading, palletizing and packaging technology as well as in sortation and distribution systems, BEUMER is familiar with users’ needs in a wide range of industries. Founded in 1935, the company has thoroughly studied intralogistics processes and has continued to optimize and enhance them. Its technicians and engineers understand the specific characteristics of goods that must be transported, handled and packaged. Using its broad knowledge the company develops custom solutions to meet every need, and its sophisticated Customer Support ensures that they operate reliably decade after decade.

BEUMER’s Customer Support team offers extensive customer assistance, flexible service agreements, custom modernization, innovative software solutions, efficient supplies of spare parts and comprehensive training for users.

Better support right on the premises

The Customer Support team can provide a wide range of service agreements. These are individually matched to the needs of each customer. Service intervals, response times and other details are contractually specified. The agreements range from simple maintenance and inspection all the way to permanent deployment of service personnel on the customer’s premises.

One example is BEUMER Belt Management, which comprises regular inspections and necessary repairs plus timely replacement of belts in bucket elevators, thus avoiding downtimes. The Residential Service includes technical support, preventive maintenance and inspection, contingency planning, optimization and analysis of systems and processes, and management of spare parts and facilities. The Customer Support employees are responsible for operating times, performance and efficiency of the systems, and they receive regular training on the latest engineering knowledge. Users can therefore stay focused on their main business.

Always up to date

To ensure smooth intralogistics processes and efficient material flows, Customer Support employees also modernize machinery and systems to prepare them for future demands on performance and technical sophistication. For example, they can increase throughput, optimize control and safety technology and add new functions if necessary. Depending on their needs, users of systems can benefit from increased availability, reduced energy consumption, improved monitoring systems, more ergonomic working conditions and increased service life. Because different systems must work together, Customer Support not only ensures that BEUMER products have the latest technology, it also updates equipment manufactured by other companies. The technicians refurbish machinery and modify control systems in both BEUMER and non-BEUMER equipment.

If a facility shuts down, technicians posted throughout the world can come to the scene quickly to prevent prolonged downtimes. To minimize such outages, the Customer Support hotline is available every day around the clock to provide expert assistance. By means of remote diagnostics the technicians can rapidly remedy any malfunction and get the systems running again. They also determine the cause of the malfunction so that it cannot recur.

When a new system is sold, Customer Support recommends spare parts that should be kept on hand. If certain parts are to be discontinued, it informs the customer in good time and gives advice on possible replacements. Personal contacts provide technical support on any issue. When facilities are being serviced, Customer Support employees check whether they must be replaced. If spare parts are required, it ensures quick delivery.

Training keyed to individual needs

Users must receive regular training to ensure that their systems have a maximum operating life. The performance of a system depends to a large extent on how it is maintained and operated by the customer’s personnel. Training brings machine operators up to date on technological advances and introduces new employees to the systems. It is required when machinery is commissioned, but also after several months of operation, because this is when users are finally able to ask detailed questions. By giving technical advice to customers, Customer Support employees keep users up to date at all times. In addition, they ensure optimal operation of the systems and provide expert assessments of their condition.

Customer Support provides both basic and advanced training. The training is keyed to users’ individual needs and covers BEUMER machinery and systems as well as those of other manufacturers. In this way the BEUMER Group also helps to maintain high health and safety standards. Seminars are offered for all product areas. Experienced employees give detailed instruction and explain systematic maintenance and operation procedures. This is especially important for machine operators, because mechanical systems and control technology are becoming ever more complex.

Highly qualified experts from BEUMER Customer Support provide technical advice and perform maintenance all over the globe.

When the need arises, technicians arrive quickly and prevent long downtimes.

Press contact BEUMER Group GmbH & Co. KG:
Regina Schnathmann: phone: + 49 (0) 2521 24 381, Regina.Schnathmann@beumergroup.com
Verena Breuer: phone: + 49 (0) 2521 24 317, Verena.Breuer@beumergroup.com