Our service portal has now been worldwide available for customers for quite some time.With this portal customers have 24-hour access to all services, spare parts and information regarding their equipment. The portal is although only a small part of a much bigger goal in the process of servitization in which we are investing now and in the coming period. But what does this mean concretely? And what does this mean for you as a customer? In this blog we look ahead, beyond current developments.
From problem solver to 'global full-service provider'
All our service activities will eventually be combined under one name: Kaak Service. In concrete terms, this means that we think less from the perspective of supplying machines but focus from the first contact (and afterwards) on the result that must be achieved, the capacity required and how we get there. Our focus is less on giving only advice and service based on the problem, we offer a broad full-service concept. In other words; how can we ensure that production lines remain operational even longer and deliver the same quality?
We're taking the next step in remote support
To get there, we are currently working on a broader vision on our own engineering, focusing on more insight into continuity and quality. We believe that through maximum control over every step in the process – from silo to truck – we can fully monitor, improve and control continuity and quality. Digital, from the cloud.
Next level remote support, which means that we can also provide remote service. An oven that starts up at 7 a.m., but bakes the first loaves of bread at 11 a.m.? We want to be the first to know. In this way we help customers before they have identified a problem themselves. Automated, remote and of course still personal: our own bakers will still pay a visit on site periodically to give advice and to organize our modular training courses.
Cross training in a global local network: a new way of cross pollination
How can a service engineer in Brazil learn from an engineer in France and immediately put it into practice? By building a network of service hubs worldwide! In this way we can actively encourage more cross-pollination between staff. The advantage? We will have to travel less – good for the climate – and we can serve the customer more effectively and faster, because with these hubs we are relatively close to the customer. We are currently setting up hubs that can reinforce each other – locally and remotely. Who has which knowledge? Who else benefits from that? Where is there relevant overlap? Which customers are included? The answers to these questions should ultimately lead to a worldwide local network without borders, so that knowledge is always available, nearby and therefore everywhere.
Increased production thanks to 'predictive maintenance'
It will therefore no longer be important where in the world our customers are located. During corona we have already been able to – successfully – experiment a lot with augmented and virtual reality to provide customers visual service remotely. Being able to provide visual service is not an isolated goal. In addition to remote support, it also offers many opportunities in the field of data management.
Because we detect more signals – for example malfunctions, defects or deviations in the baking process – early, we are increasingly moving towards a preventive way of providing service instead of a reactive way: predictive maintenance. What are the risks? When should a part be replaced or overhauled? It is data that will ensure even less failure and maintenance, more quality, and a higher production capacity in the future.
The new standard: doing more in less time, location independent and still personal
Providing remote service, sharing knowledge from a worldwide network, remote support through iBakeCare and data management. We can pick up bigger and bigger projects because we can do more in less time. This also means that we keep an increasing number of production lines operational for longer and can even ‘re-offer’ them in other locations, worldwide. We are currently working hard to accommodate all these developments in a good and smart way soon. In the meantime, we will keep you informed about new developments.
