Henkel, a global leader in adhesive technology, has taken its after sales service to another level.
Henkel’s Australian customers now have access to the latest technologies and best practices worldwide.
Henkel’s Technical Customer Service (TCS) team for General Industry Adhesives (AG) in Australia and New Zealand (ANZ) leverages synergies across the globe as an integrated part of a global AG TCS organisation.
“Being global not only means sharing products or expanding our business geographically. It means that we share best practices and processes,” said Joerg Raichle, Chairman of Adhesive Technologies for ANZ.
A global AG TCS organisation provides Henkel’s local TCS teams with access to dedicated resources and global industry experts, allowing the teams around the globe to build stronger expertise in key growth segments. This means that TCS team members are able to specialise and build their expertise in markets and segments that may have very complex requirements, such as medical research.
Micheal Hajj, Technical Manager for Adhesive Technologies ANZ, sees the global alignment as a good opportunity for the local team. “We are able to tap into global TCS expertise within key technology and industry segments, and leverage this to make significant impacts within ANZ,” he said.
For Maintenance, Repair and Overhaul (MRO) Technical Specialist, Siva Ayadurai, it means that the TCS team can dedicate resources to studying trends in each segment, and work proactively to develop the best products and services for local customers. “We’re dedicated to customer excellence, which we achieve by improving our customers’ operations through access to the most effective and efficient global best practices and technologies available,” he explained.
The ability to leverage global resources also means that Henkel can expand its offerings of value added services for customers. These services include testing and validation, education for suppliers in the fundamentals of products, automated systems for more efficient applications as well as providing customers with analysis and recommendations for process improvements.
“We want our customers to see us as their total solution provider,” explained Technical Service Engineer, Ladi Singh.
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