Gilgen has been offering the fastest customer service in Switzerland for many years in the field of doors and gates. Over 180 service technicians are spread across all regions of the country, working in their own areas of operation. The concept: service technicians organise themselves and can therefore respond flexibly to customer enquiries. Until now, Gilgen's service promise was to be on site within 24 hours of receiving a report from the customer – but that is now a thing of the past. Customer Service Manager Christian Winkler explains why a maintenance contract is worthwhile: ‘Our organisation works so well that we can now offer an even better service: we will be with the customer within 9 hours.’
Taken to the next level
The full maintenance contracts now include service levels, which can also be added to the other contract options. Thanks to Gilgen Connect, both full maintenance contract options include either the Silver Level or the Gold Level. Even with the Silver Level, it is possible to connect to a door system using the Connect app. This makes all functions available on the smartphone via Bluetooth. It also enables Gilgen to offer remote support and get an initial impression without the need for a technician to be present. The contractually guaranteed Silver promise: if the fault cannot be rectified remotely, Gilgen will arrive at the site within 7 hours.
Golden offer
Sometimes that's still not fast enough. But don't worry, there's the Gold Level with the ultimate fastest response time of just 1 hour. A service technician will be on site within an incredible 3 hours to take care of the affected system. Of course, all the functions from the Silver Level are also included. On top of that, the Gold Level offers maximum flexibility: operating modes can be adjusted remotely, the current status can be checked at any time and error notifications are automatically sent by email.
Please note: All times apply within the regular working hours of the service company.
