Sandra Oerter

Customer Satisfaction in Mechanical Engineering through Digital Services and Business Models

Sandra Oerter (Commercial Head of Service, HESS GROUP) and Martin Falsner (Digitalization Service and After Sales, Kontron AIS) will report on their collaboration and their experiences directly from practice. Together with Kontron AIS, the HESS GROUP has set up a cloud-based service platform with an integrated knowledge database that provides customers with a comprehensive overview of all relevant data of the concrete block and mixing plants: from production data to the dynamic maintenance calendar to the digital spare parts catalog. In this way, an important challenge is met: making the knowledge from the heads of experienced employees tangible in order to enable a structured transfer of know-how. Training phases can thus be simplified and fluctuation efficiently countered. Other interesting added values that have emerged in the course of this digitalization will be discussed – for the company’s own service and support as well as management (HESS GROUP) and for their end customers. Among others: OEE increase and knowledge database for machine users as well as digitalization in service and after sales for machine manufacturers. For whom is this podcast episode particularly exciting? for production / machine operators and maintenance personnel for management / operations management and executive management for all those involved in the manufacturing chain / value chain (production of end products)