Challenges
Order Stage: How to meet diverse user requirements across different regions and provide multilingual support?
Production Stage: How to ensure compatibility between equipment and customers' existing systems?
Adaptation: How to accommodate varying electrical specifications, site conditions, and safety standards?
Logistics: How to navigate complex cross-border transportation networks, customs policies, equipment protection, and precise delivery?
Post-Sales: How to build a globally responsive system, including sufficient spare parts inventory, multilingual technical support teams, and an efficient overseas contact center?The disparities and complexities of overseas contact centers imposed significant pressure and challenges on after-sales services.
Results
1. Multilingual Intelligent Customer Service
Optimized global communication experiences through a rapid deployment of local carrier numbers in Japan, Germany, South Korea, Taiwan, Thailand, and other regions.
2. Intelligent Ticket Management
Streamlined ticket allocation improved agent response efficiency, ensuring fast spare parts availability and minimizing equipment downtime.
3. Customized Customer Service
Enhanced user experience with tailored services such as holiday greetings and voicemail.
What We Did
Rehm Thermal Systems emphasizes precise alignment with customers' production requirements and has extremely high requirements for the speed of post-sales response. The company has built an efficient spare parts supply chain to guarantee prompt delivery of critical components, directly addressing the industry's urgent needs for "zero downtime" and global service capabilities.
Rehm Thermal Systems' Global Customer Service Center is committed to providing around-the-clock equipment consultation and 24/7 after-sales support. To enhance service efficiency, the German headquarters prioritizes the development of a globally unified voice channel service system, ensuring compliance and data security while building an omnichannel customer contact center to address user post-sales and warranty issues effectively.
With Bricom's technical support, Rehm Thermal Systems migrated its platforms to cloud services, establishing efficient voice lines and a contact center for instant global customer connections.
Global Data Security Compliance:
Relying on the advantages of the Amazon Connect platform in terms of compliance and security, voice data is operated in compliance, and the privacy data of customers' production is encrypted and protected, meeting the requirements of different countries and regions for data and privacy protection.
Bricom Capabilities
Rehm Thermal Systems, together with Bricom, a core partner of Amazon Connect, successfully established a globally unified and legally compliant cloud-based customer contact center, achieving a comprehensive upgrade from the integration of customer service channels to the optimization of business processes, and easily establishing a 7*24-hour global post-sales support system, thereby providing round-the-clock technical consultation to ensure smooth customer production operations.
Company Brief
Founded in 1990, Rehm Thermal Systems has been dedicated to providing energy-efficient production equipment for the electronics and photovoltaic industries. As a globally recognized equipment manufacturer, its product portfolio includes reflow soldering, vapor phase soldering, drying, and protective coating systems, as well as various customized systems related to soldering, coating, and curing processes.
Headquartered in Blaubeuren, Germany, Rehm manages and coordinates 26 subsidiaries across 24 countries and regions worldwide. In 2007, the company established its Asia production base in China, enabling rapid response to international market demands and delivering exceptional on-site services to customers. Utilizing advanced production facilities, Rehm adheres strictly to German quality standards in manufacturing and management to ensure products meet the highest quality requirements.
Rehm Thermal Systems offers one-stop services for enterprises, from product planning and product design to equipment manufacturing.