Service is at our core
What to expect
Our service is founded on a dialogue-based approach, and 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 within as well as 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 availability towards customers at no extra cost, e.g., IQ, OQ and PQ.
96% satisfaction rating
Service is at our core, and it is not just something we say. Our customer satisfaction rating for service inquiries is over 96% year on year. Something we work hard to achieve every single 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 the factory.
