Adrian Dobre, Klarwin: “We have been receiving more and more requests from our customers to provide our products as a service”
“As a basic starting point for improving the customer experience it is mainly necessary to be in constant contact with the customer and to constantly ask feedback from the customers. In our role of Technology Provider for industrial manufacturers this can be done by sensors, IoT or by classical interaction with the customer.
Klarwin is employing both means, by collecting and managing real time information regarding the performance of complex equipment and by day-to-day interaction with the customers through our professionals from Klarwin Team,” Adrian Dobre, General Manager, Klarwin said during Automotive R&D Power Breakfast organized by Automotive Today and The Diplomat-Bucharest.
“We have state of the art digitalization tools and an extensive team of sales and service engineers who are active all over Romania and the countries around, so this is the way we are striving to improve customer’s experience.
At the end of the day, what does a customer want from a vehicle? Customer wants a service: to arrive from point A to point B in comfortable conditions. Better service means better customer experience, easier access to information, availability, less effort driving, more safety. In the last years, the customers have become more interested in paying for a good service, than owning an average machine.
In Klarwin, we have been receiving more and more requests from our customers to provide our products as a service, so we are doing just that.
Especially when it comes to water treatment, or specific filtration equipment, we have been offering either a monthly rental fee or a pay per cubic meter fee. In this way our customers enjoy the benefits of the right technology and associated highly qualified technical assistance having no stress on capex and less headache on maintaining such an equipment.
So, in Klarwin’s case, this transition from hardware to software defined vehicles is translated in transition from standard purchase and operate of sophisticated technology to payment for complete performance responsibility.”