Exactly 50 years ago, we did not have our after-sales services team and expert engineer staff. We were not leaders in the industry. We were the dream of a master working in a small workshop, believing only in his knowledge and the strength of his wrist. However, we have always had something very precious from that time until today: caring.
Building a successful global business requires more than one of the right elements to come together. Building a good team is the cement of these elements. Establishing a good team in after-sales services makes that thin line of competition in sales clear and allows you to override your competitors and tick your name. You can produce machines that shape the future with the visionary and genius engineers of magnificent technologies and creativity. However, the value of your work cannot go beyond the watercolors made in kindergarten without a team that can manage these technologies after they are brought to the market. You spend effort, you mess up, but the result is doomed to be erased.
So how do you set up that magical math for success after a good team? What is that software to manage the hardware of a good team? Let’s dive into the world of good after-sales services under the guidance of HAUS; and what makes us indispensable for our customers, let’s explore together.
First of all, it would be useful to say that things work a little differently at HAUS. Because our priorities here are different from our competitors. In line with our founding philosophy, we always walk with our customers and make them feel that we are always with them after the sale with the communication we establish.
Expanding relationships with customers and even the process of selling a new product is completely shaped by the bond your customer establishes with you. You may have designed a great machine, but if your team isn’t there when you need after-sales support for whatever reason, it can be a little difficult for your customer to stay with you. At this point, this gray area needs to be filled quickly, with interest, quality and competence. But how does this happen? What is the reason for HAUS’s success over 90% in customer satisfaction surveys?
Here are the Four Horsemen of Apocalypse: Customer focusing, strong organizational structure, resilience and timing.
It is the responsibility of the after-sales services to be there for the customer when he needs the company; and this requires a strong organizational structure. In this context, our main duties as the after-sales team are::
• Support customer needs after sales
• Provide sufficient spare parts
• Support sales with these services
• Transfer the customer experiences gained in all these operations to the internal teams and to give feedback to the R&D, Production, Quality and Sales departments, thus supporting organizational development.
It is not possible for the production teams and naturally the company, which are not fed with customer experiences, to develop themselves. With this awareness, we always attach importance to these feedbacks and expand our service scope to feed our production side. Of course, while doing this, our roadmap is basically shaped by the 4 elements we mentioned above. In the light of these 4 elements, we are building a system where our customers can reach us for every request, we can call it a set of principles. Our main operations that we carry out in line with these principles are: assembly and commissioning, periodical maintenance service, repair & modification service, spare parts supply, technical support.
When we look at the development of our after-sales services today, the distance between where we started and where we are both motivates and makes us proud. From that small and dreamy workshop in 1954 to 4 local dealers, 7 international subsidiaries in Turkey, nearly 300 service personnel globally, more than 130 senior service personnel in Turkey, 4.000m2 workshop area and 95% We have turned into a company with customer satisfaction above and beyond. Of course, as in every successful story, there is an invisible hero behind our success journey. A local philosopher himself, in the cloak of the world: Glocal!
Today, the importance of geographical borders is getting weaker. Now everything is a click away for everyone. Soon, even New Year’s greeting cards will look as strange to posterity as in Asimov’s novels. We adapted this situation to ourselves by transforming global and local approaches into a single ecosystem in line with our brand essence.
The fact that we have been active both locally and globally for many years has provided a suitable basis for the development of our know-how on both sides, for us to recognize the sensitivities and dynamics of customers on a country-by-country basis, and to prepare in advance for possible scenarios.
We have created a philosophy that we call Glocal by keeping our brand essence, by carrying our capacity and competencies to international quality, and by considering local needs at the highest level. Of course, our strong operational network that provides international on-site support and our RS & MS systems, one of its supporting technological instruments, contribute greatly to this philosophy. Because one of our equipment that makes us a strong Turkish brand in the international arena is our RS & MS system. By using this system, we are able to provide instant service to our customers, especially at long distances, and save a lot of time and labor for them.
Although this system is a little more common in the international arena, we are the only company that uses it locally; This of course makes us proud. Our principle of being customer-oriented, we save our customer from a possible disruption with the signal that we sometimes notice before him about his business, we save our customer a great deal of operating cost and time. Therefore, if we say that our RS & MS system is one of the biggest indicators of our “Care” principle in our technical competence, this statement will be correct.
We started to provide remote support services to our customers in 2020. Currently, only our company in Turkey provides RS & MS service, the scope of which means remote support and monitoring. Well, if we talk about how we use these systems and how we make our customers’ lives easier, it’s a bit of a technical, but enjoyable story.
