From now on, customers of KEB Automation will have the possibility, for example, to make repair registrations online with just a few clicks. A new service portal has now been launched for this purpose. It is also possible to check the status of the orders created at any time. The portal will be expanded with further functions in the coming months.
KEB's new service portal offers a better overview of existing repair orders and simplified processes. Here, customers can register repairs and store all the information and descriptions that are relevant for the service. The current processing status can be tracked in the portal at all times.
“The portal is an important step on the way to Service 4.0,” says Christian Olschewski, Head of Global Service at KEB. “We want to make the processing of repairs as simple as possible for our customers. In the service itself, previously necessary intermediate steps in the processing of orders can be eliminated, which makes the processes even more efficient.”
Up to now, repairs were mainly announced by telephone in the service department, whereupon the affected devices were registered and corresponding messages were created manually. In addition, it often happened that not all the information needed for the repair was made available in advance, which sometimes caused a delay in processing. These and other aspects are now recorded in bundled form by the portal.
Customers receive login data to use the service portal, which must be requested individually and once from KEB's service department. In addition to the direct link, the service portal is also integrated into the KEB homepage and can be accessed in this way. After a transitional period, repair orders by customers will then be submitted exclusively online.
The process for registering a repair is simple and clearly structured: A “New return” can be created under “Create Service Notification”. Among other things, the material and order number must be entered here. It is also possible to add descriptions of the repair requirement and pictures. If further steps are required from the customer (e.g. approval of the offer), this is automatically displayed in the service portal.
“By launching the service portal, we are creating real added value for our customers. Apart from repair processing, in the medium term it should also be possible to handle support requests completely online,” says Olschewski.
Create a new repair order
Check the status and approve repairs