Bruker's Customer Support Innovation
Welcome to Bruker's Customer Support Innovation!
We are always striving to improve our services to provide you with the best possible experience. Your feedback is essential in helping us evaluate gaps and take necessary actions to enhance your experience with us.
We continuously monitor your feedback to ensure you have a satisfying experience and make the most of your Bruker instruments. We are committed to advancing our support to meet your needs and making these improvements available as quickly as possible. Your trust in Bruker is important to us, and we are excited to share some of our key initiatives with you:
Communication:
- Increased transparency through increased points of communication
- Automated follow-up on open cases to avoid missing important communication
- Individual Link per asset to report various requests
- Establishing a customer portal to review i.e. repair and case status’, document sharing, overview on appointments, maintenances and assets
Parts Availability:
- Service parts fast channel
- Critical parts sourcing
- Extension of the global loaner pool
Service Appointments:
- Global growth in team size
- Global and regional optimized service planning
- Customer success team for site and installation planning
- Proactive scheduling of maintenance appointments
Staff Expertise:
- Proactive Knowledge Gain Initiative
- Training Center Extension
- Structured Knowledge transfer from Specialists & Senior FSEs
Repair Process:
- Use of DocuSign RMA and Return Manager for return process
- Return Center
- Workflow improvements
- Local repair center extension and enablement around the world
- Constant improvement in logistical support
How satisfied are you overall with the Onsite Service experience?
Our commitment to transparency means we regularly gather feedback to guide our improvements. Over the past eight months, we have carefully analysed customer responses, allowing us to pinpoint both strengths and areas for growth in our support process. By integrating these insights, we aim to enhance your experience and ensure that every interaction with Bruker brings added value and confidence. Here are some of the insights from the recent survey period:
OVERALL SATISFACTION
1 = Completely Dissatisfied
2 = Dissatisfied
3 = Somewhat Dissatisfied
4 = Somewhat Satisfied
5 = Satisfied
6 = Completely Satisfied
N=908
We are happy to receive very positive customer feedback and very good overall customer satisfaction so far, and we are motivated to continue providing you with passionate and professional services. However, we acknowledge that there are still obstacles to overcome, such as timeliness communication and constant updates of the cases.
We are confident to further improve on this as well with our professional, passionate, and dedicated team.
We look forward to your continued feedback.
Your Bruker Customer Experience & Insights Team