At the start of 2024, our service department consisted of one service engineer and one remote support agent. The number of machines grew rapidly, and with it, the number of customer queries. With over 500 machines now operating worldwide, we can no longer do without a professional and scalable service department. Today, we have a team of ten colleagues dedicated to supporting customers and dealers globally. What began as a necessary expansion has evolved into a structured department with clear roles, from service coordination and administration to remote support and service management. Tasks are divided, knowledge is documented, and processes are in place to help customers quickly and effectively. “It's good that the responsibility is now more widely shared,” says Wim. “We document everything, which allows us to respond faster and continuously improve our service.”

From reactive to structural improvement

At Flikweert Vision, service isn't just about solving problems, but also about preventing them. Every customer query is recorded in a ticketing system. WhatsApp messages, phone calls, and emails are logged and followed up. Solutions are documented and together form a knowledge base that is continuously expanded. Practical feedback plays an important role in this. Recurring questions are discussed with software and engineering. Sometimes this leads to a software update, sometimes to a technical adjustment in the design. Service is therefore an important link in the further development of our machines. “We take practical feedback seriously,” says Christel. “That's often where the opportunities for improvement lie.”

Investing in reliability

A concrete example of this approach is the service round for the QualityGrader. In a short time, 290 machines were equipped with updates and new components. The effect was clearly visible. During the season, there were significantly fewer hardware problems. This means less downtime for customers and machines that run reliably day in and day out. At the moment, work is underway to prepare a service round for the Divider.

More machines require more structure

As the number of machines worldwide grows, so does the responsibility of the service department. Therefore, we are investing in clear processes, knowledge sharing and team development. In addition, we are working on scalable support for dealers, including dealer training, to ensure a high level of service is maintained internationally. The department is available to customers 24/6. Not as individual support, but as a professional team with a clear overview and defined responsibilities. “We regularly receive feedback that customers are happy with our service,” says Wim. “That gives us energy. At the same time, we want to keep improving ourselves and strive for leading service.”

What this growth says about Flikweert Vision

The development of the service department shows how Flikweert Vision is further professionalising; it is an important part of our organisation. It directly aligns with our core value of reliability. By investing in structure, knowledge, and collaboration, we ensure that our machines continue to run reliably for our customers, day in and day out. Therefore, service is not a secondary concern, but a strategic pillar within Flikweert Vision.