customer services CUSTOMERS ARE OUR NUMBER ONE PRIORITY Building on CEO Helmut List’s vision, AVL pursued a strategy of global presence and created a powerful, international support network at a very early stage. Today, AVL is represented with its own sites and staff in all of the major markets. The resulting proximity to customers is at the very center of AVL Customer Services activities. 3 4 F O C U S ting added value for their customers. “We are increasingly attaching importance to expanding our wideranging technical qualifications to include suitable skills like communication skills and the ability to work in a team. This is a demanding task, particularly so as we are determined to achieve effectiveness on a global scale,” Poggenburg adds. “We are all motivated by the fact that we never run out of ideas.” Topics will therefore continue to remain in focus that offer AVL customers a high added value: reduction of support requirements, assistance in the execution of a variety of testing tasks, global availability and standardization, excellent serviceability of AVL products and high adaptability. Jens Poggenburg: “Change is the only constant in our activities. In this respect, our customers are a key source of inspiration. Only by developing customer oriented processes, employing new technologies and analyzing the product lifecycle, including the service phase, will we be able to succeed in the long term. That said, there is something else we must never forget, particularly in Customer Service: What matters are the people. This applies to our customers and this applies to our global team.” < “Customer focus is at the heart of everything we do. To us, customer focus means understanding customer requirements and applications, fast help, exchange of experience – and being part of our customers’ world. A one-hour meeting with a customer gives me more insights than a one-week course in customer management would,” says Jens Poggenburg, Director of Global Customer Services at AVL. The professional and wide-ranging services provided by the global service organizations on site are made complete by a free-of-charge helpdesk that offers comprehensive assistance in issues relating to equipment operation and testbeds. Depending on local requirements, the services offered by helpdesk and service staff are complemented by the Repair & Calibration Center, Spare Parts Warehouse and Skills Center for customer training. “Drawing on a strong central backbone of skills, spare parts logistics, factory repair and support expertise, we provide our customers with outstanding support services. This means that our customers receive globally consistent services, wherever they are engaged in business activities,” explains Jens Poggenburg. AVL‘s customers particularly value professionalism in approach and implementation, simplicity when it comes to contacting support services and finding solutions, responsiveness in view of customer focus and flexibility and creation of added value. Consequently, all of Customer Services’ ongoing strategic initiatives are focused on these four aspects. AVL Customer Services are distinguished by the employees’ passionate commitment towards crea- > JENS POGGENBURG, Director Global Customer Services Instrumentation & Test Systems
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