“Such services does not sell off the rack, but require coordination processes”, so Walter Simon in conversation with service today “. Often, the relationships between these companies and their top customers are very complex and, due to the uniqueness and usually less wholesale, based on a mutual dependency. This extreme proximity move through the whole company and encompasses all levels and functions in. The Hidden Champions vote perfect their performance while on the customer requirements. The main selling point of the Hidden Champions is not the price, but the value. This value includes not only the product itself, but increasingly also special services. Thus, they are for their customers not only a supplier, but real problem solver.
No sector is as fast-paced as that of information and communication technology. It belongs as a Key technology to the major emitters for economic growth. That has impact on the service, because this will be driven by IT. Who front the nose in IT, has it also in the income statement. The way of the new generation of the Internet offers enormous opportunities for the remote service.
Just think of new wireless technologies such as GPRS, UMTS or Wi-Fi. A positive example is here the technology manufacturer Bizerba from Balingen. Customer orientation, well-thought-out internal organizational policies and IT support provide a successful service. Problems, the customer reports by phone our call centre. There, a job is created and transferred to the control station, the SIS control center, using the SAP management software. From there the staff send all necessary information about specific details of spare parts management and device history via GPRS/UMTS to the Pocket PC of the respective technician on-site”explains Robert Keller, Director of business services at Bizerba. This sends the customer a confirmation by fax or mail. After completion of the order”, so cellars continue, all order data are with SAP tested and combined in a service report. Finally an invoice is created and sent to the customer”. New is also that consumed spare parts automatically, delivered without separate order the next night directly into the vehicle of technician. The service is valid for Bizerba -, partner – as well as third-party products. Bizerba cooperates with international partners through a nationwide network, is this around the world and achieve faster response times. It is interesting how Hidden Champions to deal with recessions and crises. Our general experience is that market share will be redistributed not in good times, but in difficult times. If it is tight, go the weaker competitors in the knee. This is the chance for the stronger, to expand its market position”, as Hermann Simon in his book Hidden Champions of the 21st century”. Under the motto Service Hidden Champions”wants the KVD on draw attention to successful service. Focus on the service Congress 2009 in Munich four keynote speakers on 12 and 13 November, which makes successful champions, discovered as talents in the company practices can be, as the facts and trends to the best”look. Editorial: plain text ONLINE on the Hamdan 27 53127 Bonn