The back-end team aims to amplify the voice of the customer, ensuring that every concern, challenge and need is heard, addressed and resolved with speed and empathy.

In today’s competitive manufacturing environment, customer experience goes beyond the product: it is about the journey, the support system, and the relationship that continues long after the purchase is made. Biesse India understands this deeply.

At the heart of its customer-first approach lies the dynamic and responsive Biesse Customer Care team, dedicated to supporting its customers across India and the wider Asia-Pacific region.

Whether it is timely service, parts availability, or remote technical assistance, Biesse Customer Care ensures that its customers are always one step ahead.

“At Biesse India, our customers are not just clients, they are our valued business partners,” says Samarth Sahi, Director, Customer Care, Biesse India. This partnership philosophy is reflected in the recent internal restructuring of the Customer Care department, driven by the values of ‘Respectful Site’ and ‘Widespread Transparency’.

The transformation aims to amplify the voice of the customer, ensuring that every concern, challenge and need is heard, addressed and resolved with speed and empathy.

From the moment your machine leaves Biesse’s factory – after completion of prerequisites as per the sales agreement – the company’s Customer Care team steps in to ensure that every touchpoint of your experience, including installation and commissioning, training, service interventions and spare parts management, is seamless and efficient.

Lifecycle management

Biesse’s restructuring is a proactive move towards business simplicity. The objective? Simplify interactions and enhance visibility into Order Lifecycle Management. Biesse has strengthened its communication channels to support quick, transparent and traceable engagement.

Whether you’re looking for machine service or spare parts, dedicated escalation levels and official email channels ensure accountability and speed.

Biesse’s IVR (interactive voice recognition) system offers ease and accessibility to customers who prefer verbal communication. It is not just about convenience; it is about capturing vital service data, tracking the company’s responsiveness, and evolving based on insights.

Biesse India has established a ‘Global Hotliners’ team based out of Bengaluru, providing online technical support to customers around the world. This prestigious role reflects the maturity of its systems and technical capabilities.

To further improve mean-time-to-resolution (MTTR), Biesse has rolled out the 24/06 Hotline Service. Operating 6 days a week, this initiative ensures rapid access to expert support, reducing machine downtime and increasing productivity. Currently, Biesse Customer Care boasts of the following:

•        25 hotline engineers delivering expert technical advice

•        55 service engineers ensuring physical interventions are swift and effective

•        250 training hours conducted to build technician capability and ensure knowledge currency

•        85% Mean Time to Repair, a testament to its focus on minimising machine downtime

Backbone of continuity

Machine downtime can be costly, and the non-availability of parts often becomes a bottleneck. Biesse believes in anticipating needs rather than reacting to them. This belief drives its robust spare parts supply and operational strategy. Some of its highlights are:

•        92% parts availability

•        10,000 parts in inventory, valued at ₹20 crore

•        Warehouse expansion with vertical modules to enhance speed and accuracy in dispatch

•        8-member logistics and warehouse team to optimise parts delivery

In addition, Biesse India now serves as the material hub for the APAC region, ensuring faster spare parts supply across geographies, solidifying its position as a regional leader.

Digitalization is at the core of Biesse’s innovation roadmap, and customer care is no exception. The all new and upgraded ‘Easy-Maintain’ App is a strategic leap in empowering customers with preventive maintenance solutions.

Designed to reduce operational disruptions and avoid unnecessary service costs, this App allows users to:

•        Conduct guided maintenance procedures

•        Log issues and receive real-time assistance

•        Offer feedback for continuous improvement

Knowledge as service

Recognising the geographical diversity of its customer base, Biesse is launching city-specific master classes tailored for customers in remote areas. These sessions are not just training; they’re enablers of uptime. These master classes reflect the company’s belief that empowered customers make better decisions, and fewer service calls.

By equipping operators and engineers with proactive maintenance know-how, Biesse minimises dependency on immediate technician availability, reducing wait time and operational loss.

The investments made by Biesse in people, processes and platforms are guided by a simple yet powerful belief: ‘When our customers succeed, we succeed’.  Biesse Customer Care is a culture, one that prioritises empathy, embraces technology, and values long-term partnerships. For more information, visit  https://biesse.com/in/en/contact-us/ or call 080-62415800.

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