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Success Story Global Customer Service

Dieffenbacher

The company Dieffenbacher from Baden-Württemberg manufactures production plants for the wood-based materials industry. With its 1700 employees, the company is active worldwide with 16 locations.  

1700
Employees
16
Locations

The work at the service desk before the cooperation with MEXS

  • The Service Desk communicated via numerous channels (e.g. telephone, WhatsApp, e-mail).
  • The ticket system was another "external" tool - call records, if any, were only manually transferable.
  • Media disruptions made documentation difficult - valuable knowledge was lost.
  • Serial numbers of affected components were not transmitted in a standardised way.
  • The international business activity led again and again to language barriers.

MEXS and Dieffenbacher jointly set themselves the task of eliminating media discontinuities, breaking down language barriers and making valuable knowledge available in the form of conversations between customers and service staff.

Working with MyDieffenbacher (solution from MEXS) today

  • All service correspondence runs via MyDieffenbacher.
  • MyDieffenbacher is a communication platform and ticket system in a network.
  • All service requests are documented. Similar or re-occurring faults at customers are solved considerably faster by the service desk.
  • MyDieffenbacher connects external experts, relevant data and machine operators in a chat group and enables a collaborative solution approach.
  • An AI translates the text messages of our international customers and enables them to describe problems in their local language.

Peter Martin, Head of Service Global
at Dieffenbacher:

“The frequency of contact with our customers we have by by a factor of 2-3 - – with the corresponding opportunity for the spare parts business. Nevertheless we are saving a good 10 % in the processing time of our hotlinecases, because speed and quality of problem solving are problem solving become are. Besides the monetary benefit we have succeeded, customer satisfaction and customer loyalty significantly to increase. Language barriers we have with ourm Messenger successfully reduced.“

Talk to us!

Do you have questions or would you like to test the MEXS platform free of charge?
We would be happy to advise you on this. Get in touch with us!

+49 74 24/975 12-10
info@mexs.io
To the contact form

Talk to us!

Do you have questions or would you like to test the MEXS platform free of charge?
We would be happy to advise you on this. Get in touch with us!

+49 7424 975 12-10
info@mexs.io
Book a demo

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