Putting the excellence in customer service

Did you know that at Bruks Siwertell Group’s Atlanta-based business unit, Bruks Siwertell Inc, every customer is assigned a dedicated key account manager to ensure consistent communication and personalized support? This approach pairs each customer with a direct point of contact and embodies the company’s commitment to customer excellence.

“It is a level of care that goes significantly beyond initial equipment deliveries and extends throughout the equipment’s entire operational lifecycle,” says Gregory Hausler, Aftermarket Sales Manager, Bruks Siwertell.

“Commitment to customer service excellence is more than just a slogan; it is a Bruks Siwertell ethos that drives every interaction, from the first inquiry to the final phase of equipment commissioning, and well beyond,” Hausler continues. “Bruks Siwertell has been a global leader in the dry bulk handling and wood-processing industries for decades, setting itself apart not just through the quality and effectiveness of its technology, but by the long-term support it offers to ensure that its customers’ businesses thrive.”

Proactive, personalized service

Customer care and new service solutions are central to Bruks Siwertell, this includes the ongoing development of a customer portal, which can be accessed via our QR code asset-tagging initiative. The portal will house all relevant equipment information including drawings, operating and maintenance manuals, preventative maintenance instructions, spare parts lists, and ecommerce solutions.

“While many of our new digital advances are in their early stages, we are making significant strides,” he explains. “Additionally, our service team has established a new position to assist with order visibility and the management of certain supply items for more timely repairs.”

As a long-term, committed partner that invests in operators, it is important to understand how Bruks Siwertell excels in delivering excellent customer service and why it should matter to industry stakeholders.

Customer service excellence begins with proactive and personalized service. Recognizing that each customer has unique needs, Bruks Siwertell works in partnership with operators to best understand their businesses and requirements. Key account managers ensure a consistent line of communication; a relationship not limited to the purchasing process, but extending throughout the lifecycle of the equipment.

“This model ensures that customers are never left in the dark,” Hausler notes. “When issues arise or when routine maintenance is required, customers can easily reach out to someone who knows their specific setup and operational requirements. This personalized touch nurtures long-term partnerships, building trust and ensuring that problems are addressed swiftly and effectively.

“Moreover, the key account manager serves as an internal advocate for the customer within Bruks Siwertell, ensuring that the customer’s needs are communicated clearly across departments, whether that be technical support, parts, or even future upgrades,” he adds.

Reliability through planned maintenance

Another pillar of Bruks Siwertell’s commitment to customer service excellence is its emphasis on preventative maintenance and through-life services. Port terminals and wood-processing plants are high-demand environments, where even a short period of unplanned downtime can result in significant financial losses.

Bruks Siwertell understands the critical nature of equipment availability, which is why it offers emergency, on-demand and tailored and planned service agreements that help customers maximize the efficiency and lifespan of their dry bulk handling and wood-processing systems.

Scheduled inspections, services, and planned maintenance stops are essential for developing effective service strategies. Even simple inspections can reap many rewards, such as performance improvements and highlight potential issues before they become costly breakdowns. Planned service agreements, supported by original equipment manufacturers (OEMs), ensure that Bruks Siwertell equipment continues to operate at peak efficiency, safeguarding both long-term performance and profitability for customers.

For North American customers, Bruks Siwertell also offers a consignment program, which guarantees that critical spare parts are always on hand. It allows for pre-ordered parts to be tagged, packed, and ready for rapid deployment whenever they are needed. This minimizes any delays when ordering parts and significantly reduces downtime.

Additionally, the company’s focus on digitization through the planned introduction of QR code asset tagging, the ongoing development of condition and performance monitoring, and enhanced online resources, will give customers greater control and insight into their equipment. By embracing new technologies, Bruks Siwertell will make it easier for operators to track maintenance needs, monitor order statuses, and receive technical support.

Global reach with local expertise

Bruks Siwertell installations and equipment operate globally, being able to support them is an essential part of outstanding customer service. With manufacturing capabilities spread across three continents and service teams and representatives stationed in strategic locations around the world, Bruks Siwertell is well-positioned to offer localized support with global resources.

This is particularly crucial for port terminals and processed wood manufacturing facilities, which rely on the uninterrupted supply of materials and service to keep their operations running.

“The challenges posed by climate change and global disruptions, coupled with the lessons learnt from the pandemic, have seen the service landscape fundamentally shift. The critical nature of Bruks Siwertell’s customer base, including power industries and manufacturing, have led to the acceleration of digital service solutions,” says Hausler. “When it has not been physically possible to be by an operator’s side, we have had to think quickly, adopt new technologies and embrace all the benefits that remote support and trouble-shooting offer.”

Some business units within Bruks Siwertell are commissioning systems fully remotely, when political or regulatory restrictions have prevented travel. The adoption of digital technology, such as augmented reality glasses, are also gaining in popularity, and can be specified as part of some dry bulk handling equipment’s planned maintenance strategies.

Partnering for success

A proactive approach to customer care, coupled with a continuous focus on the development of new service strategies and technologies that can enable enhanced levels of trouble-shooting, condition monitoring and remote support, including operator training, ensures that customers are never left without the help they need, even in times of crisis.

Bruks Siwertell’s dedication to excellence in customer care is evident from personalized service through key account managers to comprehensive maintenance and support programs and the adoption of digital advances. The company ensures that its customers not only receive high-quality equipment but also the long-term support needed to keep that equipment running smoothly. With a global presence and a commitment to local expertise, Bruks Siwertell is uniquely positioned to help port terminals and wood-processing industries meet the demands of today’s challenging business environment.

“With Bruks Siwertell as your partner, you can be confident that you are not just purchasing equipment; you are investing in a solution that will keep your business running efficiently and sustainably for years to come. My hope is that through our services and technologies, excellence is not just an aim but a reality,” Hausler concludes.