Service makes the difference

09. April 2019

New Probst service world launches at bauma

Besides good product quality, a good after-sales service is an essential key ingredient within a customer relationship. With fast, easily accessible help, expensive downtimes can be avoided if necessary. Probst GmbH now offers its customers an extended range of services via digital tools, maintenance contracts and a new spare parts catalogue to provide optimum customer support. The launch will be at bauma 2019.

"For us, quality is not only a must with regard to our products," explains Claudio Licata, Service Manager at Probst GmbH, "but also with regard to our services“. At this year's bauma, he will be demonstrating how seriously the leading manufacturer of handling and laying technology takes this issue. Therefor, the new extended service world will be presented to the general public for the first time.

The Probst service will be more digital based and consequently faster and more transparent for its customers. "Our goal is to reduce downtimes for our customers through appropriate measures," says Claudio Licata, "or even to prevent them altogether“

A central tool for this is the new "Probst Service" app. "The customer's mobile phone becomes our eyes and ears. In many cases, this allows us to identify the fault immediately and directly on site," explains the service manager. This app was specifically designed for Probst and offers two basic functions: Knowledge platform and video streaming.

The customer's mobile phone becomes the eyes and ears of the service technician
In practice, the strength of this combination is evident: a service incident occurs, the customer then calls Probst and tries to describe the problem, In most cases it is not possible to locate the fault. Where the service technician used to have to go to the customer to get to the bottom of the problem - thus wasting valuable time on the construction site - the customer's mobile phone with the Probst app now becomes the quick eyes and ears of the service technician. Using a one-time code confirmed by the customer, the Probst technician dials into the smartphone. The on-site operator can use the camera and microphone integrated into the smartphone to make the problem visible and audible for the specialist - without any language barriers. "If the fault is minor, we can give the operator on site help via the mobile phone so that they can simply solve the problem" says Claudio Licata. "No matter where you are in the world, our service technician is there with advice and support. If a spare part is then required, it is then sent directly after the video call by overnight express. Alternatively the service technician drives to the customer and is able to deliver the part directly. This intelligent app now makes it more customer focused", the service manager is pleased to say, "and our customers can quickly work with their machine again".

Convenient access to Probst knowledge
In addition to the video function, this app also offers the customer direct access to a service platform from which operating instructions, spare parts overviews and product information can be downloaded. In many cases, this enables the customer to obtain the relevant information conveniently and directly therefore quickly helping to identify the part they require.

The app itself can be downloaded free of charge from the Google and Apple stores. "For us, it is an essential tool for faster support, even more transparency - and ultimately for reducing downtime - and therefore creating an enormous increase in profitability for our customers," explains Claudio Licata.

Digital and analogue - everything the customer needs
Making it easy for the customer is also a top priority with the other service features of Probst. "Our customers can also contact our service technicians directly via WhatsApp and send us pictures and information," says the service manager. "Today, everyone has their mobile phone with them and most of them use WhatsApp. As a counterpart to telephone and e-mail, Probst expects this communication channel to play an important role in service.

In addition to digital tools, print materials also play an important role in service. Probst has completely revised the concept of its spare parts catalog. "Each spare part is now not only described, but also visually by means of an image" explains Claudio Licata. "This streamlines the processes in the repair shops of our customers, because the required part can be identified immediately and ordered directly.

Maintenance contracts with all-round carefree guarantee
For customers looking for an all-round carefree package, Probst also offers maintenance contracts with immediate effect. The modular system offers a choice of several packages - from basic service to a complete package. Regular maintenance makes an extremely important contribution to avoiding unnecessary downtimes. This means that the Probst units are always optimally prepared for use on the construction site.

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