Good service is what makes the difference: five years after inauguration of the ComCenter we have significantly expanded our technical services capacities: "Service plays a considerable role in these times of global trade relations. As distributor of professional video technology with operations throughout Europe, we are emphasising the expansion of our support services and supporting the growth curve witnessed in years gone by with our superbly equipped TechCenter. At the same time, we have merged departments that were previously scattered over several sites and created space for additional jobs in the years to come," explained Rainer Bernhard, member of the three-man General Management. Videor invested a total of four million Euros in the two-storey building complex that replaces the former service area and guarantees a smooth workflow to our customers - from the enquiry right up to completion of the order.
The infrastructure newly created in the TechCenter achieves maximum results in the service area
Optimum conditions for equipment checks and product tests
The infrastructure newly created in the TechCenter achieves maximum results in the service area. All workstations are equipped with the latest measuring and testing instruments as well as analysis tools and they have identical functionalities, which correspondingly shortens the working sequences: equipment checks and product tests can be performed under identical conditions without having to convert workstations. This increases test comparability, and makes it easier to uncover differences in product quality. Test signals are distributed centralised through Axon signal distributors so that they are available at all workstations, and this is for all formats - including HD-SDI. CCTV technology devices installed outside are connected via fibre-optic components, which allows tests meeting normal requirements of real-life conditions can be carried. And an intranet has been set up solely for network components for the Service Department.
| "We are emphasising the expansion of our support services and supporting the growth curve witnessed in years gone by with our superbly equipped TechCenter," says Rainer Bernhard. |
More room: for quality assurance and faster returns processing
This allows us to repair, inspect and service all products marketed by Videor quickly, reliably and in compliance with strict quality standards. This is because the spaciousness of the spare parts store in the new TechCenter allows many service tasks and repairs to be carried out directly at Videor. There is no waiting time due to dispatch to manufacturers. Equally, devices are updated to the latest software version or programmed to customer specifications. Whenever required, new products and applications are developed tailored to individual operational requirements.
The initial effects of the improved conditions can already be seen. Enquires received daily are processed faster today, and throughput times in the Service Department have been further optimised. Faster access to up to 5000 parts on our own company premises also allows us to process spare-part orders within 24 hours. In conformity with our EN ISO 9001:2000 certification, the required product quality from the Quality Assurance Department also housed in new rooms is additionally secured through our own testing procedures, quality controls and external audits.
A further plus factor: technical advice and product training courses
Improved sequences and higher transparency in the internal organisation flow make themselves felt in our technical advice. For instance, in addition to the know-how in the Commercial Department (KID), our customers can make use of the advisory skills in neighbouring Technical Support should questions on the selection of required components still remain unanswered in the planning phase. Technical Support gives individual advice on technical issues, support for upgrades and practical tips from the planning stage right up to implementation. And should customers' specialist skills need improving, then the TechCenter has a perfectly equipped seminar room for product training courses and hands-on training.
"Positives example of innovative ability"All workstations at the Techcentre are equipped with the latest measuring and testing instruments as well as analysis tools and they have identical functionalities
"Videor will fulfil the high market expectations for years to come with its TechCenter," explained Jürgen Hagenlocher as the General Manager responsible for the construction. "Customers decide to choose our products and services. We are oriented perfectly upon added-value distribution services covering all aspects of video technology, whether in digital, hybrid or also in analogue form. We are blazing a new train in this regard with the TechCenter, and also fine-tuning our profile as a service-oriented provider. It was no coincidence that the former German Minister of Research Prof. Heinz Riesenhuber, member of the German Bundestag, was impressed when he visited the building on 30 October to give a speech on the subject of Germany's Chance: Innovation. He praised Videor is being a positive example of demonstrating how innovative ability and continuity as well as orientation upon customers and service can create jobs in the international industrial location of Germany."
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