25. January 2022

Service is at our core

If there is one thing, we have learned by being in the industry for more than 100 years, it is that our products are only as good as the service we provide. Have we not all tried it? Bought a product with a lot of promises, but when a problem arises, customer service is impossible to reach.

An ability to supply a high level of service is deeply integrated in our company and philosophy, and we believe that providing customers and partners with the best possible service, is part of how to succeed... Call us old-fashioned, but we like to be available, empathetic, and professional to whoever reaches out for assistance, and help them to the best of our abilities. It is not just something we say, our customer satisfaction rating for after sales inquiries is over 96% year on year. Something we work hard to achieve every single day.

 

How we work
We are available and ready to assist. We have a dedicated organisation with highly skilled people that work with our customers every day. The team works from our Service level agreement with specific targets for e.g. response time. Every case goes through:

 

  • Issue definition
  • Dialogue/sparring
  • Diagnostics
  • Problem solving either by phone, e-mail or in person pending on the situation.

 

All our support cases are registered in our system making sure we are collecting data on all our products, and what has transpired. Data derived from our support system constitutes a vital pillar in our feedback system for the entire organisation. We strive to work openly and take ownership of our products – also when they have left our factory in Vojens, Denmark.

 

If you have a challenge or question – give us a call or write at support@gram-bioline.com. It is what we are here for.

Gram Bioline Service - in short
Our service is founded on a dialogue-based approach, where we work with our customers to find the best possible solution to any challenge. Our customers experience:

 

  • Highly skilled and available service organisation with expert knowledge, dedicated to trouble shooting and resolving issues.
  • Our team is dedicated to find the best possible solutions both within and after warranty. We take ownership of our products – also after they have left our factory in Vojens, Denmark.
  • 10-year spare part availability guarantee
  • We strive to have the same point of contact for our customers. That ensures our support staff understand the customer’s business and setup.
  • A support system ( support@gram-bioline.com) serving as a single point of access for customers, ensuring records control / traceability and a consistent verifiable feedback system.
  • Documentation sharing with customers at no extra cost, e.g. IQ, OQ, PQ and EC.