Worry-free measurement: why our customer service makes the difference
How proactive service ensures precision, reliability, and uninterrupted measurement processes
Measuring instruments are the backbone of stable processes. Yet their true value often only becomes apparent when something stops working.
We spoke with Alexander Winter, Head of Global Service, about why excellent customer service plays a crucial role alongside reliable and precise measuring instruments.
What role does our FISCHER customer service play in ensuring the stability and performance of our customers’ measurement processes?
Our goal is always to ensure that our customers’ measuring instruments function reliably and remain in use for as long as possible. That is exactly what we at FISCHER customer service take care of. By regularly inspecting and maintaining the devices and, where necessary, deriving concrete recommendations for action, we not only maintain the market-leading measurement performance for which HELMUT FISCHER is known worldwide. We also ensure permanently high-performing and stable measurement processes.
What is at stake for our customers if their measurement technology does not function reliably due to a lack of maintenance?
Even measuring instruments are not completely free of wear and they are certainly not maintenance-free. If maintenance is skipped, unexpectedly high costs may arise later on. If quality control can no longer be carried out reliably, defective products may be produced or production may even has to be stopped.
In such cases, we have to step in at short notice. These unplanned service interventions are generally far more costly and time-consuming than planned, regular maintenance and may also disrupt additional processes. Last but not least, unreliable quality control can quickly have a negative impact on the company’s reputation with end customers – and of course, nobody wants that.
How does our customer service specifically help reduce or avoid failures or unplanned downtime?
From the initial setup onward, we support our customers comprehensively and through regular service intervals. This allows us to detect deviations early and resolve them before consequential damage occurs. We coordinate service appointments closely with the customer so they can be integrated into production processes and downtime can be kept to a minimum.
With regular maintenance, service costs remain predictable and our customers receive regular proof that the quality of their devices’ measurement results is still accurate – or can be restored through minor repairs if necessary. For these reasons, service should be viewed as a long-term investment rather than a cost factor.
Should a device failure occur despite all precautions, we will be on site promptly to resolve the downtime in the shortest possible time or provide a replacement device if the issue is more extensive.
For which companies is a service contract particularly beneficial?
Companies that use our measuring instruments continuously (up to 100% inspection) should definitely consider a service contract. A device failure can quickly bring the entire production process to a standstill.
With a maintenance contract in place, we proactively reach out each year to schedule an inspection and meet personally with the team on site. Appointments can be arranged during planned production downtime, ensuring operations are never disrupted. And since we take care of the scheduling, customers no longer need to track maintenance intervals or manage the ordering process themselves.
What sets FISCHER customer service apart from other measurement technology manufacturers?
Our customers choose FISCHER because we are especially reliable, respond quickly, and address our customers’ needs personally. Our service is never one-size-fits-all. We offer solutions that truly fit and step in directly when urgent situations arise.
With 21 subsidiaries and more than 180 service experts, we support our customers worldwide with genuine expert knowledge and can therefore also provide spare parts quickly whenever needed.
What does “measuring worry-free” mean in the practical day-to-day business of our customers?
We ensure functioning, tested, and maintained devices and therefore smooth process operations – exactly what everyone wants. Our customers know that they can rely on us for comprehensive support, whether it concerns calibration, a new measurement task, product training, or an individual service agreement.
What does excellent customer service mean to you personally?
Despite all the digitalization, it is still people who work with our devices. That is why I believe it is important not to lose personal contact today. The best solutions to challenges often arise from personal exchange.
Even though our products are standardized, FISCHER customer service is always individually tailored and thrives on this personal contact. I am especially pleased that, through our strong global network, we can offer this personal approach to customers in many different countries – often even in their local language! For me, that is what completes first-class service.
If you had to describe our service in one sentence, what would it be?
Service D.O.N.E. by Fischer – Direct, Open, Near, Experienced.
Get in touch with our service experts!
Would you like to learn more about our service agreements, preventive maintenance, or individual support options?
