Utilizing the RemoteCare service, a processor is able to work directly with a local Bühler representative to troubleshoot and find a solution with minimal downtime.
Bühler opened its Customer Operations Center (COPC), which is tasked with providing the company’s food customers with instant support in critical instances where a processor is experiencing an unforeseen production stoppage.
Utilizing the RemoteCare service, a processor is able to work directly with a local Bühler representative to troubleshoot and find a solution with minimal downtime. This first level of support is delivered within a two-hour window. If a case escalation is needed, the local expert will involve a regional customer operations specialist to provide specialized support on the second level. If further escalation is needed, experts from the headquarters organization will be involved to troubleshoot and fix the issue. Throughout the process, a COPC representative stays in contact with the customer, providing an open channel of communication until the issue is resolved.