More Service Beyond Purchasing
Solving challenges together
To be able to offer an even broader variety of services, the German KVM manufacturer Guntermann & Drunck increased their Support Department by hiring more staff. “Finding skilled service employees is hard – finding experienced KVM service employees even harder.” says Martin Drunck, owner of G&D and CEO of the departments Service, Product Management and IT. “That’s why we train most of our technicians in-house and employ them full-time after they’ve finished their training.” This way, young trainees can learn a lot from experienced KVM experts and are able to use their knowledge for their future tasks. Usually, employees stay many years at G&D.
The new service hours mean more flexibility for the support staff – even in their spare time. At the end of a busy day at work the technicians go home satisfied, knowing that they were able to help their customers since both, employees and customers benefit from higher efficiency and satisfied employees.
Around the globe
Especially customers from outside of Europe will benefit from longer service hours. They are now able to contact the G&D support staff directly and without having to use e-mails to bridge the time difference. The new office hours are from Mondays to Thursdays from 6 a.m. to 6:30 p.m. and on Fridays from 6 a.m. to 5 p.m. The times apply for every weekday without any exceptions and even on holidays.
Always in favour of the customers
G&D customers consider the company’s support as fair and helpful – always in favour of the customer and not only after customers actually purchased their devices. That’s why consulting and service are key aspects for the German KVM manufacturer. Further G&D services are:
• Consulting and planning of complex KVM installations
• Free of charge loan equipment - before purchasing and during repairs
• On-site installation and start-up of G&D devices
• Reliable troubleshooting
• Professional on-site service
• Fair repair service
• Three years of full warranty on components including installation, which is far more than legally required
• Direct contact to the service department via phone extension -477 (German-speaking callers) and -488 (English-speaking callers)
The immediate future
Under http://www.gdsys.de/en/support/ the manufacturer’s website already offers many answers to questions about the installation of and the service for G&D hardware. With the introduction of an Automatic Call Distribution system by the end of this year, service calls will be forwarded directly to the responsible service contact to be able to process individual customer requirements fast, directly and personally.