From left to right: Urs Siegenthaler, Christian Winkler and Marc Schneider are delighted with the win.
In a packed hall, presenter Meike Tarabori announced the Field Service Management winner of the Customer Relations Award 2023: Gilgen Door Systems! The newly developed "Customer Service as a Service" offering from Customer Service Manager Christian Winkler and his team completely won over the jury. To roaring applause, he took to the stage with Urs Siegenthaler and Mark Schneider, beaming with joy, to accept the glass award. "The innovation factor was the deciding factor," said jury chairman Jürg Hofer from the Swiss Service Association (SKDV), explaining the reason for the win. The SKDV presented the award in cooperation with the service portal cmm360 at the Dolder Grand Hotel in Zurich.
Gilgen takes care of your maintenance for you
An unprecedented concept was launched with "Customer Service as a Service": Gilgen offers other companies in the industry to take over the service, meaning maintenance and repairs, for them. Gilgen stands out with its extensive service network throughout Switzerland - and is now also allowing competitors to benefit from it.
In practice, the offer could be utilised as follows: A small company from St.Gallen would have to travel four hours there and back for maintenance in Valais. With "Customer Service as a Service", it can now hand over the job to Gilgen. Gilgen's own service technicians in Valais then carry out the work on site and the eastern Swiss company benefits in two ways: firstly, from the good reputation and precise execution of Gilgen's customer service. Secondly, because it saves the expense of travelling to and from the site.
Shining with innovation and motivation
In addition to the courage to realise a completely new idea despite critical voices from the industry, the jury praised Gilgen's customer service in other respects. They liked the fact that "customer service as a service" is characterised by sustainability; after all, it eliminates numerous long car journeys by technicians. In addition, the organisation of Gilgen's customer service in general was fascinating: "Service technicians enjoy a high level of personal responsibility, plan their assignments and structure their days themselves," explains Christian Winkler. The resulting motivation among the technicians is in turn reflected in the quality of service.
In practice, the project has already got off to a successful start. Since October, Gilgen has taken over the complete service in Switzerland for the German door drive manufacturer Marantec. The competition also showed its appreciation at the award ceremony. Gilgen received compliments for having a unique selling point in customer service throughout Switzerland and for building on its strengths with the project.
We are very proud of our customer service team and congratulate them on their victory!