INTERVIEW WITH THE MANAGING DIRECTOR – CHARLY KUNZE

On the one hand, we expect better contact with existing customers, but on the other hand we also want to give new customers the feeling that we think about what will be important for the customer in further use even before they buy a machine. Spare parts supply and documentation is an important part of the purchase and should be presented as transparently as possible. In the B2B sector, manual search work is still far too often necessary when it comes to spare parts or service documentation. What could be worse than also having to wait for information? We don’t see this as an unnecessary waste in our company, it also means unnecessary waiting time for the customer. With the new customer portal we can present our existing information and prices at any time 24/7.

In any case, it can be expected that the processing will be drastically shortened. Of course, maintenance of the system is necessary, but this is done once, after which any changes in terms of documentation and spare parts are visible to every customer. We want to provide customers with a central point of contact for their after-sales concerns.

The cooperation so far has been absolutely transparent at all times and also meets our expectations of dnetwo. With the team around Florian Kölsch we have found competent contact persons, who offer us the possibility to raise our after-sales to a new level and thus to be able to compete as a dealer with larger manufacturers. At the same time, I think the exchange of experience is extremely important for both sides, and this openness, especially with regard to ideas, naturally brings us further and further forward ourselves.

Because it is inevitable to try to keep up with digital solutions that customers from other business areas are used to. With dplain, we can map a digital spare parts catalog that creates a unique selling point for us compared to our competitors. At the same time, it is important to understand what problems and concerns the customer has in after sales, through complete transparency of the information available to us, our customers also see better what we can offer them in after sales and where we as a dealer may first have to contact the manufacturer.