Rehm Thermal Systems Reinvents Its Global Customer Service Operations with Amazon Connect
- Apr 24, 2025
- 4 min read
As the manufacturing industry accelerates toward digitalization and intelligent operations, customer service is evolving far beyond traditional after-sales support. It has become a critical driver of business competitiveness.
With rising customer expectations across global markets, manufacturers are under growing pressure to build customer service operations that are efficient, scalable, and always available. Establishing a high-performing global contact center is now a key step in enterprise transformation.
To support this vision, Bricom partnered with Rehm Thermal Systems（锐德热力）, a global leader in thermal manufacturing equipment, to deploy Amazon Connect and build an intelligent cloud-based customer service platform with worldwide coverage and 24/7 responsiveness — empowering Rehm’s continued global expansion.
1 About Rehm Thermal Systems
Since its founding in 1990, Rehm Thermal Systems has specialized in energy-efficient production equipment for the electronics and photovoltaic industries. As a globally recognized manufacturer, Rehm’s portfolio includes reflow soldering systems, vapor phase soldering systems, drying and conformal coating solutions, as well as customized systems related to soldering, coating, and curing processes.
Rehm Thermal Systems’ equipment is renowned for its high quality and excellent performance, enabling the company to provide one-stop services for enterprises from product planning and design to equipment production.
Headquartered in Blaubeuren, Germany, Rehm Thermal Systems is responsible for managing and coordinating 26 branches spread across 24 countries and regions worldwide.
In 2007, Rehm Thermal Systems established its Asian production base in China, enabling it to quickly respond to various needs of the international market and provide outstanding on-site services. The company adopts advanced production facilities and strictly implements production and manufacturing management in accordance with German quality standards to ensure that products meet high-quality requirements.
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2 Global Service Challenges
With the advancement of business globalization, Rehm Thermal Systems has faced numerous challenges in the construction and operation of its overseas contact centers:
Order Management: Supporting Diverse Customer Requirements
Customers across different regions require localized communication and multilingual support. Rehm needed a flexible customer engagement model capable of delivering efficient communication and consistent service quality across markets.
Production & Deployment: Meeting Regional Compliance Standards
Different countries have varying electrical specifications, onsite environments, and safety regulations. Rehm needed to ensure that equipment deployments could meet local operational and compliance requirements worldwide.
Logistics & Delivery: Managing Cross-Border Complexity
Global shipping networks, customs regulations, and delivery coordination introduced additional operational challenges. Rehm required a more streamlined process to ensure secure transportation, efficient customs clearance, and accurate equipment delivery.
After-Sales Support: Building a Global Rapid Response System
To minimize production downtime for customers, Rehm needed a highly responsive global service framework capable of delivering fast technical support and issue resolution across time zones.
As customer expectations for service quality and response speed continued to rise, traditional siloed support operations could no longer meet evolving business demands.
Integrating voice channels, improving cross-regional collaboration, and standardizing service workflows became essential priorities for Rehm’s global customer service transformation.
3 Building a Unified Intelligent Customer Service Platform
To enhance operational efficiency and service consistency, Rehm’s headquarters in Germany placed strong emphasis on establishing a globally unified voice support framework. The goal was to create an omnichannel contact center capable of delivering secure, compliant, and efficient customer support worldwide.
As an Amazon Connect Advanced Consulting Partner, Bricom leveraged its extensive expertise in cloud contact center technologies and global deployment capabilities to support Rehm’s service modernization journey.
Through this collaboration, Bricom designed and implemented a customized Amazon Connect cloud contact center solution, enabling Rehm to transform its customer service operations from fragmented regional support into a globally connected and intelligent service network.
Omnichannel Connectivity for Faster Service Resolution
With the flexibility of cloud deployment, Rehm has successfully integrated global voice channels, fully connected domestic and foreign service touchpoints, and significantly improved the response speed of customer access and support.
Combined with spare parts pre-positioning strategies and optimized dispatch workflows, Rehm was able to greatly reduce equipment downtime risks and help customers maintain stable production operations.
Bricom also supported Rehm in enhancing personalized customer engagement capabilities. From voice message management to refined service workflow optimization, these improvements strengthened both the professionalism and customer-centricity of Rehm’s support experience.
Ensuring Global Compliance and Data Security
For multinational customer service operations, data security and regulatory compliance remain top priorities.
Leveraging the mature security and compliance capabilities of Amazon Connect, Bricom helped ensure that Rehm’s global service platform meets international regulatory standards, including GDPR and other regional data protection requirements.
All voice communication data within Amazon Connect is securely encrypted and managed under strict privacy protection protocols, safeguarding both customer information and operational data integrity.
Key Projects Outcomes: In-Depth Comprehensive Business Integration
Through Amazon Connect, Rehm successfully established a globally unified service operation while building a strong compliance foundation to support sustainable international growth.
✅ Rapid Global Voice Service Deployment
Localized voice service numbers were quickly launched across Japan, Germany, South Korea, Taiwan, Thailand, and other regions, significantly improving customer accessibility worldwide.
✅ Enhanced Personalized Customer Experience
Customized service features — including holiday greetings, voicemail management, and multilingual support — helped strengthen customer engagement and elevate brand perception.
✅ Compliance-Ready Global Expansion
The platform complies with international regulatory requirements, ensuring secure data management while supporting Rehm’s ongoing global market expansion.
The collaboration between Bricom and Rehm Thermal Systems represents more than a successful cloud contact center deployment. It demonstrates how manufacturers can modernize customer service operations to meet the demands of a globalized and digital-first business environment.
Moving forward, Bricom will continue helping manufacturing enterprises accelerate their intelligent service transformation through innovative technologies and professional expertise — enabling them to stay agile, resilient, and competitive in the global marketplace.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
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