Roeland van Veen, Director of Service at Contiweb
While trade shows and industry publications traditionally focus heavily on the technical specifications of newly launched machines, it is actually the service support that has an enormous impact on the success of a capital goods investment. With Roeland van Veen, Director of Service at Contiweb, we discuss this crucial aspect of the product mix and Contiweb's service promise.
If there's anyone who can talk about service at Contiweb, it's Roeland van Veen. For over 25 years, he has worked at the machine manufacturer from Southeast Netherlands, where he started as a Drying Process Technologist and now holds the position of Director Service. Roeland speaks passionately about Contiweb.
"Contiweb has something special, something that binds. Both colleagues and customers. It has always been an extremely customer-oriented company. We are proud of that. There are many dedicated employees who are ready to assist customers day and night. They do not need to be motivated. It's a given for them," begins Van Veen.
What does service mean at Contiweb?
"At Contiweb, everything revolves around the promise of getting the most out of your equipment. For Contiweb's service department, this process begins immediately after the installation of a new machine. We want to bring the performance of Contiweb machines to the highest possible level. Moreover, we endeavor to maximize the lifespan of our products as long as possible through service, enhancements and the provision of spare parts, and most importantly by harnessing our expertise.
Our service team comprises of approximately 70 people with hundreds of years of collective knowledge and experience. Operating from our locations in Europe and North America, they serve customers worldwide 24/7. Half of our team is deployed at customer sites, and the other half provides support from the office."
How important is collaboration with the customer?
"For Contiweb, collaboration with the customer is extremely important as our experience has consistently shown that this leads to the best results. The level of collaboration depends on the customer's profile. Some customers have a lot of in-house knowledge and can handle maintenance tasks themselves, only relying on Contiweb as a backup for any breakdowns or for specialized expertise. In these cases, we typically schedule visits once or twice a year. There is also a category of customers looking for a proactive maintenance partner who is often present and invests in preventive measures. In such instances, we offer comprehensive preventative maintenance either independently or jointly with the customer. Investment in preventive maintenance proves advantageous, as evidenced by a 25% reduction in the number of breakdowns among these customers.
With these customer profiles in mind, we have developed four distinct Service Support Agreements. Regardless of the chosen package, all customs enjoy access to 24/7 Remote Tech Support. The difference in the packages lies mainly in the allocation of responsibility for the machine's operational status. In our largest packages, we view machine performance not as solely the customer's responsibility, but consider it shared or co-ownership. This extends to remote monitoring of machines on a daily basis, allowing us to offer customers proactive advice as needed.
Is the Internet of Things more than just a buzzword for Contiweb?
"For decades, we have been collecting data from thousands of Contiweb machines in the field and consider ourselves pioneers in this field in our industry. The data allows our 24/7 Remote Tech Support teams to analyze breakdowns, prepare on-site interventions, but also to develop new enhancements.
In our online platform MyContiweb, customers can view the data from their machines themselves. However, as part of Service Support Agreements, we also assist in interpreting the data. We present machine performance in clear dashboards and propose concrete action recommendations to improve performance, aiming to maximize their benefits. We position ourselves as the customer's partner.
What are some concrete examples of such improvement proposals?
"Many printing companies with older dryers can achieve significant energy savings through enhancements like our Electrical Power Reduction or Gas Reduction. An additional advantage of these enhancements is the immediate reduction in CO2 emissions. We also offer enhancements to upgrade old components or replace obsolete ones, reducing the risk of unplanned downtime and providing existing machines with additional functionality. Ultimately, with the aim of extending the lifespan of machines, recognizing the importance of continuity for printing companies.
Speaking of continuity, to what extent can printing companies count on Contiweb in the future?
"In recent years, we have invested heavily in new personnel, new enhancements, but also in replacements and retrofits for obsolete components. We are fully committed to fulfilling the promises outlined in the Service Support Agreements. Not only today, but also in the future. For our heat-set web offset customers, but also for our customers in web inkjet and in the packaging industry.
Service Support Agreements form the basis for our collaboration with the customer. We pledge our commitment to them, but recognize that true commitment is mutual. Fortunately, customers see the added value of the Agreements, with almost all opting for a multi-year agreement tailored to their needs. We prioritize flexibility; should circumstances change, such as the addition or removal of machines, we adapt accordingly. Our approach to Service Support Agreements emphasizes partnership over binding contracts."
