The reliable and low-maintenance operation of linear motors is one of the main arguments in favor of them over pneumatics or other drive elements. However, even the most advanced drive technology must be correctly planned, designed, programmed and operated. If technical questions arise in connection with the products, help is needed with commissioning or further information is required, a quick and competent response is required. For this purpose, LinMot has a global, broadly based support team.
As a global company, it is essential to be able to respond to customer enquiries worldwide. LinMot has commercial and technical contacts at over 50 locations worldwide. The first point of contact for support enquiries is always the First Level Support of the local office or a local partner trained by LinMot. More complex enquiries and tasks are forwarded to one of the specialist teams in Europe, America or Asia for Second Level Support. Very complex enquiries that cannot be answered by second-level support are forwarded to the Swiss headquarters in Spreitenbach, where a support team of five people deals with the most demanding enquiries and problems.
Since its launch in June 2018, well over 20,000 tickets have been recorded and processed in the system. This translates into an average of more than 15 new tickets per day. As it is not always possible to resolve a ticket at the first attempt without further consultation, these 15 tickets generate an average of over 62 customer interactions per day. For customer satisfaction, it is important to LinMot that a new ticket is answered personally and quickly. For this reason, LinMot does not use automated responses. The aim is to provide initial feedback as quickly as possible. In 97% of cases, the customer receives a first response within one working day.
First reaction (minutes)
The goal for the future of the LinMot support team could not be more modest. The aim is to continue to respond as quickly and competently as possible to the concerns of customers, partners and agents. After all, if a production machine comes to a standstill, significant financial damage can occur within hours. No customer should feel abandoned in such a situation.
The fact that 70% of tickets are answered within 30 minutes shows that LinMot is on the right track. This is an effort by LinMot and its support staff to put its customers’ needs first!
