12/12/2016 10:26:35 AM

Customer First – BW Papersystems Frankfurt is a shining star when it comes to spare parts service

BW Papersystems Spare Parts Team Frankfurt
The spare parts team in our Frankfurt, Germany office aims to satisfy our European, Middle Eastern and African customers with quick response, short delivery times, the best 24-hour service when the need arises.  To achieve this they have created an optimized logistics setup, which delivers the needed parts very quickly. 

In a recent example, the team delivered a much needed, very rushed part, in only 24 hours from the original call for help.

Here is a sample of the service level that our Frankfurt office delivers, especially when it comes to support during machine breakdowns:

“At 11:00 in the morning of November 2, we received an urgent request from a customer in Norway,” explains Fátima, Customer Service Representative at BW Papersystems Frankfurt. “They had a machine breakdown and needed replacement parts as soon as possible. Within short time, a quote for an oversized, almost 5 meters long item was sent to the customer. Standard delivery would have taken one week, but due to the emergency of the situation, we had to find the fastest way possible to deliver this large part. Air freight was out of question due to the length of the crate, therefore a road transport was the fastest and most cost efficient option. We had to find a dedicated truck right away! Even more, two drivers would have to make shifts to cover the 16 hours long drive (1400 km) and to cross three countries and the Northern Sea in one go. And that is not all… there was another difficulty with this delivery. Since Norway does not belong to the European Union, customs clearance had to be done at the border without delay. Our customer did not have a local broker who could help, but we were able to locate a customs broker who would monitor the import process at the border.”

Everything was set up, and at 10 am on November 3, it reached the border at Sweden. After customs clearance, it was delivered at the customer’s plant by 11 am, only 24 hours away from the original call for help.

Route of the spare parts to Norway

Optimized logistic processes and 24-hour availability at BW Papersystems Frankfurt allow same day deliveries by road to customers in Germany and all neighboring countries. Moreover, with the international airport minutes away from the warehouse and the next flight out option, the Frankfurt office also convinces when it comes to airfreight deliveries worldwide.

BW Papersystems Frankfurt and its customer service is a shining star in the corrugated industry and accepts any challenge, seizing every opportunity to serve.

Do you want to learn more? Please contact us, we are always happy to help!

customer-service-helpdesk

Hotline

Customer Service Helpdesk In case of urgency, you can call us 24 hours a day, 365 days a year