Fisker’s customers increasingly choose to let Fisker handle repairs and service inspections of their packaging lines. The level of activity in the service department has thus increased by 70% over the past two years.
Service Manager Henrik Skjærlund from Fisker is delighted to see that the new strategy he implemented two years ago in Fisker’s service department has turned out to have the desired positive effect.
Exploiting the potential
“In the past, we didn’t fully exploit the department’s potential and the full scope of our expertise,” says Henrik. “We have a lot of highly skilled employees, and today they help teach their colleagues at internal training courses. As a result, we now have more people with the same high degree of expertise. This strengthens our entire range of skills and makes us less vulnerable if an employee is fully booked or off sick when his particular expertise is required. It also guarantees our customers better and more reliable service.”
Exceeding expectations
When Henrik Skjærlund took up his position with Fisker, his goal was to grow the service department by 20% a year over the following three years. Now, after only two years, the level of activity has increased by 70%. “We have had discussions with a large number of our customers and have told them about all the advantages of signing regular service agreements and allowing us to handle the planning and implementation of service calls, so that they cause as little inconvenience to the customer as possible,” says Henrik. “A large number of our customers have accepted this offer, which has also resulted in a considerable increase in our sale of spare parts.”
Reconditioning of ageing plants
Fisker’s service department has also had great success with their increased focus on reconditioning and optimisation of ageing plants. “We increasingly experience that existing plants are moved around, for example in connection with company mergers,” says Henrik Skjærlund. “In these cases, the customer can often save a lot of money by allowing us to help recondition and link the operation of several ageing plants, so that the customer ends up with a really good solution.”
Positive development set to continue
Henrik Skjærlund is very optimistic that the positive development will continue. “Sales are booming at Fisker, and we increasingly sell service contracts together with our products when signing new agreements. This applies in Denmark, the Baltic countries, the UK as well as Germany. We are therefore regularly employing new technicians for the department.”