Bruks Siwertell wins industry award for dedication to customer care

26 Nov 2025

Bruks Siwertell has won this year’s prestigious International Bulk Journal (IBJ) Customer Care Award, recognising the company’s long-standing commitment to putting customers at the center of its operations. The award highlights how Bruks Siwertell’s approach to service innovation, digitalization and long-term customer partnerships is setting new industry standards for support.

“Customer care is not a department, it is part of our company identity and embedded throughout our organization,” says Malin Pekberg, Marketing Manager, Bruks Siwertell. “We understand that equipment delivery and through-life availability is only as strong as the service behind it. That belief drives our investment in responsive service models, predictive maintenance, and digital innovations that give our customers full control of their operations.”

The award was received by Bruks Siwertell personnel during a gala dinner held at The Titanic Hotel in Liverpool, UK, at the end of November 2025. Also present at the ceremony were representatives from Liverpool-based operator, Peel Ports. 

“Peel Ports is a great example of one of our long-term customer partnerships,” continues Pekberg. “Our Siwertell ship unloading technology has served the operator for many years and over this time we have worked together to ensure that its dry bulk handling equipment achieves the best performance for the port.” 

The judges for the Customer Care Award recognized Bruks Siwertell’s efforts to offer customers flexible service support packages, which combine the very best of digital advances, budget predictability and long-term value. 

“Our next-generation service agreements for Siwertell dry bulk handling equipment are modular, allowing customers to select service levels according to their needs,” explains Pekberg. “For operators of Siwertell road-mobile ship unloaders, the inclusion of an augmented reality (AR) kit represents a step-change in service capability. AR technology connects operators directly with expert support in real time, enabling technicians to observe what the operator sees and overlay guidance and graphics to deliver rapid, accurate responses.

“Operators can also incorporate performance analytics and enhanced remote support in their service packages and a key advance in this arena has been the development of the Siwertell Smartview IIoT system,” she notes.

Digital service advances are designed to complement regular mechanical, hydraulic and electrical inspections and maintenance work, and central to Bruks Siwertell’s service commitment is providing access to critical original equipment manufacturer (OEM) spare and wear parts and offering modernization and upgrade options, extending to pre-owned equipment. This capability is vital in the transition toward circular economies.

Through technologies such as Siwertell Smartview, direct PLC connections, live video diagnostics, and data-driven insights, customers gain full visibility into operations, enabling smarter maintenance and investment decisions. These enhanced capabilities help reduce unnecessary site visits and ensure equipment stays operational for longer.

“Digital service innovation is moving fast, and our ability to offer advanced tools, combined with dedicated personnel who truly know and understand our customers, is what sets us apart,” adds Pekberg. “Many of our service experts have worked alongside the same operators for years. That kind of trust cannot be replicated. When our customers succeed, so do we.”