Hey presto, at last! Imagine, after several months working on the new software and hardware for a migration project, the big moment finally arrives: you can finally put the brand-new installation into operation. Of course that doesn’t happen overnight, but the FAT at DWG’s office in Schiedam went well. There were no surprises and the commissioning work for the installation was smooth and uneventful! Very satisfactory of course, but the key question now is: How do you ensure that the new installation will continue to work well, even after 10 years of operation? Who can I call if the installation does break down at some stage?
A suitable solution
At DWG, we have a great solution for these 2 questions: quite simply, our service department. Our service department consists of a service coordinator and a number of permanent service engineers, supplemented by our project engineers who are assigned to the service department on a one-week rotating basis. Thanks to this organisation, DWG can provide assistance for breakdowns, even in the case of a factory that is in production 24/7 and 365 days a year. If really necessary, we can also travel to the site quickly to solve the breakdown.
Always go a step further, that's how we define service
And that’s not all! On top of all this, we also go a step further. Resolving a fault is obviously a good result, but preventing a fault is even better! So we perform a comprehensive review first, because we know from practical experience that many possible faults can be anticipated and resolved before they actually happen. We immediately identify areas of concern after the review and this helps anticipate and mitigate more extensive problems. We also always encourage one of our experienced Lead Engineers to create a service video that can be accessed by the service engineer on duty at any time. This ensures that new employees at DWG can provide the expected quality of service from day one, without compromising our customers’ business operations.
Service is a profession and DWG understands that profession!
Faults are also registered in the Topdesk administration system and analysed periodically. Recommendations are put forward based on the analysis. Finally, the periodic visit by DWG to inspect the condition of the factory and evaluate the past year is the “icing on the cake” of our excellent service offer.
