German DBL Staufer has its headquarters more than 1000 kilometres from Odense in Denmark where Inwatec is based. But the thought of a long distance relationship was no problem to the German laundry group when ordering a mat roller – as long as the support part was in place.
“It would have been an issue for us if the machines halts while we are waiting for a person physically to come from Denmark to Germany to fix the problems, but the way the remote-support works, we do not need to worry,” controller Mattias Schöll tells.
“We have used the remote-support a couple of times, and there is no doubt that it eases the troubleshooting. When a problem arises, we can show it online with pictures, Skype, Facetime or the like. It only requires that it is the right persons that are connected,” Matthias Schöll explains.
“Our interface on the ERP-system initially did not work as it was supposed to do when connected to the mat roller, but we had the problem solved in collaboration between the Inwatec supporter and our IT-department. We also had a printing device added on the mat roller that did not function properly, but that was handled well on the remote-support as well,” says Matthias Schöll.
As a huge player in the German laundry business, DBL Staufer gets lots of attention from most of its machine suppliers, and Mattias Schöll admits that DBL Staufer also expects special treatment on the support.
“Most of our suppliers offer a combination of remote-support an on-site-support. I think that it is a natural part of the service solutions nowadays. One of our very big suppliers has a hotline for the DBL-group alone. Then there is always one number that responds when needed. We do not demand that set-up from our smaller suppliers, but the more, the better,” he adds.
Matthias Schöll, who is the son of DBL Staufer owner Ulrich Schöll in the family run business, stresses that while good support is a huge part of the deal, it is not the most important part.
“We are considering to invest in a mat roller-sorting system from Inwatec, and the support solution needs to be good – but the essential thing is that price and quality of the product fulfil our needs,” he ends.