Driven by trust
STOBER supports users with comprehensive customer service.
Thanks to its Customer Service department, STOBER has also established itself as a reliable partner for its customers in after-sales. With fast response times, close cross-departmental cooperation and the use of advanced technologies, the company is setting new standards and reducing downtimes to a minimum when servicing is required. The focus is clearly on customer satisfaction.
“The service culture at STOBER is a process that is geared towards the customer and cultivated individually. It’s a long process that has become increasingly important in recent years,” says Lars Kölsch. He is the head of the Customer Service department at STOBER in Pforzheim. Customer service is a key distinguishing feature that sets the drive specialist apart from its competitors. When servicing is required, STOBER is a reliable and competent partner for its customers. “This service is a small but important piece of the puzzle that contributes to the success of our company,” summarizes Kölsch. “Speed plays a big role here, both for responding to inquiries and for supplying geared motors and electronic products as replacements when they are needed. We also carry out repairs to minimize machine downtime.”
The STOBER service department ensures that products no longer on the market remain available for a defined period of time. After discontinuation, they enter the phase-out period. Customer Service also features an in-house workshop for express assembly at the Pforzheim headquarters for urgent repairs and modifications to geared motors and electronic products. Kölsch says, “We can quickly repair individual components to reduce downtimes.” The customer sends in the STOBER product first. An initial damage analysis with functional tests is carried out in the workshop.
A direct line to an expert, even outside regular business hours
If a machine is down, the first point of contact is the hotline, which is available 24/7 every day of the year. A service employee quickly analyzes whether the problem is mechanical or electronic. “If a replacement is needed, we ensure the fastest possible delivery – even at night and on public holidays,” explains Kölsch. Around the world, STOBER has 14 locations and 80 partners in over 40 countries.
Cross-departmental service
“We can’t always provide support from Customer Service alone. In-depth expertise from other departments, such as System Support, Development or Technical Sales, may be required to verify and analyze the error pattern,” says Kölsch. The ERP system currently contains all information, such as experience gained from orders or repair processes. “Everyone involved is in close contact with each other to enable fast and precise communication between the individual departments.” STOBER also maps returns management centrally in the ERP system, in part through workflow customization. This makes it possible to create and process returns in the system quickly and efficiently. With just a few clicks, the responsible processor receives a complete overview of the interaction with the customer. For even greater efficiency, the relevant data on returns will be transferred to the CRM system in the future, thereby linking the two systems intelligently.
AI as an opportunity
Artificial intelligence (AI) is playing an increasingly important role in the future of service at STOBER. To increase efficiency and responsiveness, AI-supported tools will be among the methods used to record and process customer data even faster. “We have already established a knowledge platform that enables us to respond proactively to customer needs. Our aim is to use artificial intelligence to simplify routine tasks and optimize them by providing existing information,” explains Kölsch. “We want to keep pace with the digital work environment, achieve our own AI maturity, and further establish it in our service operations in order to take the customer experience with our service to the next level.”
Feedback as a valuable resource
For STOBER, this service is an important part of the customer journey. Therefore, both positive and negative feedback are important in order to understand customer expectations and needs. STOBER is not only a solution provider, but also a partner that is there for the entire life cycle of its products to ensure maximum customer satisfaction.
A recent example, which the head of the service department recalls very happily, shows just how enthusiastic they are: At a confectionery manufacturer, production suddenly came to a standstill shortly before Christmas. Kölsch and his team were able to get the system up and running again within a very short time. In appreciation, the STOBER experts received a box of chocolates. It was a small but meaningful gesture that recognized the success of the quick, competent support. “The trust we receive is what drives us,” says Kölsch. “We always treat our customers with enthusiasm and empathy and guide them through the process with a lot of patience and a certain resistance to stress, even when things get hectic.”
Captions:
Photo credits: STÖBER Antriebstechnik GmbH + Co. KG
You can find high-resolution image material for downloading here.
STOBER develops and produces precise, highly efficient drive components and systems, including gearboxes, motors, gear racks and drive controllers for custom solutions. They are used in various industries, including automation and robotics, as well as the plastics, packaging and machine tool industries. STOBER has 14 locations and 80 service partners in over 40 countries. In addition to its headquarters in Pforzheim, Germany, there are also production facilities in Hungary and the US. The family-owned company currently employs around 1,000 people worldwide.
Contact data for country-specific publication:
| Germany: | Austria: |
| STÖBER Antriebstechnik GmbH + Co. KG Kieselbronner Str. 12 75177 Pforzheim, Germany Phone: +49 7231 582-0 sales@stoeber.de www.stober.com | STÖBER Antriebstechnik GmbH Hauptstraße 41a 4663 Laakirchen, Austria Phone: +43 7613 7600-0 sales@stoeber.at www.stoeber.at |
| Switzerland: | |
| STÖBER Schweiz AG Rugghölzli 2 5453 Remetschwil, Switzerland Phone: +41 56 496 9650 sales@stoeber.ch www.stober.ch |
Please note the new persons responsible for PR & media:
Press contact:
STÖBER Antriebstechnik GmbH + Co. KG
Silvia Feder│Head of Marketing
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75177 Pforzheim│Germany
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silvia.feder@stoeber.de
www.stoeber.de/en/
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STÖBER Antriebstechnik GmbH + Co. KG
Solveig Moll
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www.stoeber.de/en/
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