Customer Care
For our customers, three different customer care paths are available
Sales representatives – close to the customer
Our field service is divided regionally and has responsibility for ensuring customer satisfaction and continuous regional growth.
It supports our customers with advice and selection from all our Saia® Controls products. For custom adaptations and slightly modified Smart.Controls, this service is supported by an OEM specialist from the local agency.
Purely customer-specific products are handled by factory key account managers.
Factory key accounts – on-site specialists
Factory key account managers are our specialists in customer care that involves close cooperation with development and production in the main factory. Customers who have products tailor-made to their exact needs and who would like us to develop and produce them are supported by this service. It offers customers the necessary, often very special know-how for development, customizing and support.
The factory key accounts service works closely with the R&D department «Customized Design». Our ERP system allows then to take over order processing and logistics for individual customers and their customized products. They have full responsibility for the accounts they handle individually. They are additionally supported by OEM sales specialists and key account executives in national companies.
Technical customer support – for smooth automation
The core task of technical customer support (TCS) is to guarantee that our customers can use Saia® standard products reliably and profitably. TCS carries out training, answers telephone and written enquiries, and in difficult cases also helps customers directly on site.
For innovative applications, TCS has the support of the field service for technical advice and pre-engineering. Our customers are continuously and actively informed about changes and innovations. Our TCS maintains the information platform
www.sbc-support.ch
as a user support site and constantly updates its FAQ section (frequently asked questions).
For customized products, TCS coordinates support from the relevant development staff and from technical product management.
Customer language
The TCS head office in the main factory functions as a resource and competency pool for regional support organizations. It is manned by staff who understand and speak the customer’s language: German, English, French and usually one other language.
We do not leave our customers, field service or regional TCS departments on their own.