Haver & Boecker Machinery Division, Oelde, Germany, has launched HAVER Service, a separate department within the company aimed at increasing the efficiency of technical support services to customers. This new division is based on four pillars: commissioning, spare parts, assistance and support. Alfons-Lütke-Cosmann, head of HAVER Service, said that the intention was that all customers without exception should feel they are being served in an exemplary manner. “Service cannot be an empty word.”

• Commissioning: It is the aim to increase efficiency with commissioning (including complex reconstruction and calibration) as well as future-orientated plans of action.
• Spare parts: This sector involves pro- and reactive selling of replacement parts. There is the provision of an e-commerce solution as well.
• Assistance: Here the company’s engineers help the customer in the event of unplanned machine failures and acute technical difficulties. To this end, they provide a free-of-charge 24/7 hotline and a remote service as well as organising, depending on requirements, current site service calls.
• Support: This includes audits, maintenance, standard conversions, customer training and planned service visits.

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