Simple - Reliable - Innovative

HORTIG SERVICE
CENTRE
- Customer Support CONCEPT
 Index
Why the need for a HORTIG Service Centre?
What do you need?
Web-Service
Optional Service
Benefits
Summary

HÖRTIG rohrpost - Germany

Why the need to be a certified HSC?
 HÖRTIG is one of the oldest Brand of Air Tube systems
(founded 1967 - 50 years).
 a new market player of Air Tube systems in S.E. Asia.
 few or no reference/s in your Country.
 How do you compete with major competitors like Aerocom,
Swisslog, Sumetzberger… in your market.
 How to gain customer’s confidence with your Company to
support the system installed.
 How your customer feels comfortable to award the Air tube
system to your Company?

Be a certified HORTIG SERVICE CENTRE

22
HÖRTIG rohrpost – Germany: founded 1967
What do you need?
 Install a service test system in your office
- minimum 3 stations; 421, 451, 454 + 1 diverter
- customer sends parts to HSC for diagnostic.
 Test system certified by HORTIG End-Station
Bottom Loader

- HSC Certificate issued by manufacturer

 Certified Trained engineers
- training conducted by manufacturer at your premise
 Systems connected to factory via Cloud Server Through Station
Bottom Loader
- system data are remotely access by factory
 Offer Service Agreement
- every customer needs an Agreement to login to
Web-Service End-Station 2-send
Bottom Loader
HÖRTIG rohrpost – Germany: founded 1967
Web-Service
 Unique, probably first of its kind
 Web-service to provide information and parts order online.
 Customer must sign a Service agreement with authorized distributor
endorsed by HORTIG.
 Your Service Agreement is to provide labour service for periodic
maintenance or on-call service (excluding parts).
 Log-in - accessible to authorized partners and customers only.
 View all information (only customer), software version, parts version.
 Customer can order parts on-line. Payment mode to discuss
 Order will be sent to HORTIG and distributor partner.
 “HORTIG Chat” to provide service support from factory & distributor
partner.

HÖRTIG rohrpost – Germany: founded 1967

Optional Service
 Regular performance evaluation
- 3-month or 6-month basis
 Reports
- system analysis of errors
- correction of system program
- identify improvements
 Fee and Support (to finalize)
- annual fee per system
- 24 hours / 365 days
- cap at certain number of hours for customer support
- exceeding - charges to be paid
HÖRTIG rohrpost – Germany: founded 1967
Benefits
 Unique Concept
- gain customer’s confidence and market penetration
 Web-Service
- customers must sign Service Agreement with distributor partners
 Good Quality of Service
- by trained engineers
 High performance system
- Mean-Time-Between-Failure report
- identify and offer improvements
 Life-time partnership
- “distributor partner-customer-manufacturer”

HÖRTIG rohrpost – Germany: founded 1967

Summary
 Main objective is to gain customer’s confidence and
acceptance.
 All customers have a Service Agreement with distributor
partner to enjoy HORTIG Web-Service.
 Service Test System set-up - survey and special offer from
HORTIG
 Certified Service Engineers, trained and certificate issued by
manufacturer.
 HORTIG SERVICE CENTRE endorsed and certified by
manufacturer
 Creating a lifetime partnership “distributor partner-customer-
manufacturer”
HÖRTIG rohrpost – Germany: founded 1967
 Thanks for your attention!

We offer wide range of systems and stations. Beside our standard systems
we also develop customer specified systems with the most different
requirements to the goods, the weights and the stations.

HÖRTIG rohrpost
a leading manufacturer of Air Tube Transport
Systems
will always be a good choice!

HÖRTIG rohrpost – Germany: founded 1967