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01/30/2018|Open House Pfronten 2018 - Customer First 2.0

DMG MORI launches the second phase of its service campaign

Customer First 2.0 and other LifeCycle services from DMG MORI increase utilization rates and productivity

  • Faster support: Around 200 additional service technicians in 2018
  • World-class spindle service: 96 % spindle availability
  • NETservice: The very latest remote service with 80 % solution rate
  • New service prices: All-inclusive price instead of travel costs and best-price guarantee on all spare parts
  • Full service contracts: All inclusive service for new machines

The LifeCycle services are one of DMG MORI’s most important pillars of its strategy for the future. Already in 2016, DMG MORI pledged a clear commitment to their customers with its “Customer First 1.0” and five service promises. “Customer First 2.0” now expands this service commitment. In the area of service, the intensive increase in personnel has increased the availability and quality of the field service. New service products such as NETservice ensure even greater proximity to the customer and more efficiency.

Core element of sustainable differentiation

Service is one of the extremely sensitive “touchpoints”, Dr. Maurice Eschweiler of the Executive Board of Industrial Services of DMG MORI AKTIENGESELLSCHAFT reports. That’s why we listened carefully to what the customers said and initiated “Customer First” as a targeted action to improve service for the long term – real as well as digital.

With “Customer First 2.0”, DMG MORI has started the comprehensive second phase of its service campaign. The availability of service and the option of digitalisation have also come to the fore.

Customer First 2.0
By increasing the number of service experts considerably, availability and quality of field service will be optimized.

1,000 new high-tech machines per month

Improving the availability of its service is a top priority for DMG MORI. Achieving this represents a great challenge in these times of dynamic growth. After all, there are more than 300,000 DMG MORI machines hard at work permanently around the globe – many of these for over 10 years. And this installed base is increasing month by month by around 1,000 new high-tech machines.

Additional capacity for more quality and faster reaction times

DMG MORI has successively increased the number of its service experts in-house and in the field. More than 3,500 service employees now work at DMG MORI. Already by the end of the second quarter of 2018, around 200 additional service technicians will provide their support to the team. At the same time DMG MORI has enormously expanded internal training and advanced training activities in order to even better meet the high demands of the product range and of technology.

Spindle service at a world class level

“The spindle is the heart of the machine”, knows Dr. Eschweiler and is convinced that DMG MORI will continue to offer service here at a world class level. He is therefore proud to point out service stocks of more than 1,000 spindles. At least 96% of all spindles are therefore available almost overnight and on their way to customers in the shortest possible time.

And what about the remaining 4%? Dr. Eschweiler is quick to answer: “If a requested spindle is not in our warehouse, we repair a motor spindle within 6 work days. In the rare case where this is not possible, the repair itself is free of charge for our customers. The customer merely has to pay the costs for the disassembly and reassembly.

Together with the Customer First 2.0 initiative with low service costs – thanks to a best-price guarantee on spare parts – and the new flat call-out rates, the full-service contracts and especially the further development in the area of digitalisation, Dr. Eschweiler considers service at DMG MORI to be well on its way to fulfilling their own and, above all, the customers’ high expectations without any exceptions.

Customer First 2.0
Spindle repair at the DMG MAHO factory in Pfronten.

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