Dynaset is constantly striving to develop its after sales marketing and customer service internationally. As a recent step towards smoother customer service, after sales activities were separated into their own department, combining the current sales and production functions under one department. We discussed the expansion and development measures with Atte Karppinen, Dynaset’s Head of After Sales.
Speed Is Key
Karppinen sees the development of customer experience as an essential part of the business.
“Our customers’ equipment is at work and making money – every hour of downtime is lost revenue. It’s extremely important for us that problems are solved as quickly as possible.”
Dynaset focuses on end-to-end service, providing customers with all the parts and services they need in one place.
“We want our customers to know that we have the expertise and products from installation to service,” says Karppinen.
Dynaset’s After Sales service is developing strongly, with the aim of providing better, faster and more comprehensive customer service globally. How is it done?
Toward More Global Customer Service
Dynaset has invested in customer support, and customer feedback shows that customers are satisfied. The company is working to expand its service network around the world, with the aim of setting up new service points in countries such as the US and Asia.
“We aim to build a more comprehensive service network and develop, for example, an AI-based chatbot service that can answer customers’ technical questions in real time,” says Karppinen.
As Dynaset equipment is used around the world, the service is also being developed globally.
“The availability of installation services globally is a challenge, as it takes time to share and train expertise. This is why we are developing installation kits that include all the necessary parts ready-made,” says Karppinen.
Electrification and Skills Development
Dynaset has invested in the development of a new electronic product family. This also means training installers in electrical safety.
“We want to ensure that our installers are qualified and know how to work safely with electrical equipment,” says Karppinen.
Straightforward Customer Service
Developing the service network is also a focus. According to Karppinen, Dynaset is considering opening DASPs (Dynaset Authorized Service Points) around the world in cooperation with dealers. “We are trying to find partners with existing facilities and staff so that we can offer a more comprehensive service.”
In addition, Dynaset’s core business includes a global mobile service. “Our technicians move around the world as needed to service our customers’ machines. This significantly reduces the time a machine is out of service, as it doesn’t have to be shipped to us, but is serviced where it’s located. Customers save money when they get their machines back to work quickly.” Karppinen sums up.
