Wilo-Service:
Customised Solutions
More than just a problem solver – a solutions provider. Pumps and pump systems need to operate reliably at all times. This applies in equal measure to the high-efficiency pumps in use at Shanghai Airport and the pumps that keep football pitches the perfect shade of green.
As well as supplying highly efficient, high-quality products, Dortmund-based pump manufacturer Wilo takes it one step further by offering individual service packages tailor-made to the customer’s requirements.
“The customer should be delighted by how our products deliver performance according to their process requirements. In order to keep improving our customer service, we view this process from the perspective of the customer,” explained Peter Glauner, Senior Vice President Group Service at Wilo. “We have a close network of customers, which helps us to identify new solutions together.”
More than 2,500 Wilo technicians and 900 service partners provide individualised customer service in over 60 countries around the world. The Dortmund-based company’s expertise has enabled it to become a well-established and trusted partner to trade customers and end-users. Wilo provides customers with support throughout the entire pump commissioning process. This support ranges from installation instructions and setting optimisation right through to test runs.
Wilo’s service extends beyond individual maintenance packages to include on-site maintenance and a service which can deliver over 90 % of spare parts within 24 hours. The main purpose of these measures is to safeguard the pump’s operational reliability. The service is completely aligned with the customer’s preferences. It ranges from service packages that include a warranty extension when a new pump is purchased right through to highly efficient, energy-saving replacement solutions to refurbish existing systems.
Excellent value-added services
Customers who trust in expert guidance in this field benefit from huge cost savings – whether by optimising their current product or replacing it with a highly efficient product.
Proactively replacing old devices saves energy, which not only reduces costs but is also a sustainable solution for the environment. “Our value-added services provide an additional layer of wraparound support for our well-known products. This means that our customers benefit from the very highest level of performance – and their day-to-day business can have their undivided attention,” said Glauner.
The full-service package – built on connectivity
The customer also has access to Wilo’s expanded range of services via Care Connect. “The services we offer here make up our full-service package,” explained Niko Kösling of Wilo Group Service. “We utilise the connectivity features to make the process of drawing up maintenance contracts as easy as possible for system operators.”
This involves remotely monitoring data and adjusting settings via remote access. “The data for these processes is only available on the Wilo Cloud and cannot be accessed externally. This enables us to provide the highest levels of data security and ensure that third parties cannot gain unauthorised access,” said Kösling
