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Customer service expansion at Hanwha Techwin Europe

by Andy Clutton
Bob (H.Y.) Hwang

Bob (H.Y.) Hwang

Hanwha Techwin Europe has announced an expansion of its Customer Satisfaction Team. In addition to investing in technicians based locally in countries across Europe, the company has also recruited a team of multilingual technicians and logisticians who have been trained to provide advice on all products within the Hanwha Techwin range of video surveillance solutions.

Bob (H.Y.) Hwang, Managing Director, Hanwha Techwin Europe said: “In order to achieve our ambition to be the market leader, we have to offer outstanding pre and post-sales support services. The ongoing investment in our future by our new parent company means that we will continue to expand our customer service team in line with demand and in the process, work more closely with our customers. We are endeavouring to continually improve in everything we do and that is why all requests for technical support, RMAs and repairs are recorded. These are key learning indicators which we can analyse and use as part of our product development cycle.”

The facility in Holland, the base for the multilingual technicians, houses a repair centre which is enabling Hanwha Techwin Europe to fulfil its commitment to a five-day turnaround on repairs if a fault develops. The facility is also the company’s main European warehouse from where the company aims to deliver all in-stock orders to anywhere in Europe within three days.

“Our ongoing investment in customer service is enabling us to react quickly and effectively to a wide range of pre and post sales demands,” said Bob Hwang. “Our distribution partners, for example, occasionally need to fulfil large orders which have not been forecasted. By working in harmony with colleagues in our manufacturing division, we are consistently succeeding in delivering within two weeks at least 90% of the products required for each of these orders.”

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