Redefining service: digital, strategic, forward-looking
Uwe Galm, Director of Customer Services at Schubert
4YOUconnect – the Schubert customer portal
High energy prices, the demands of the circular economy and a lack of young talent are putting increasing pressures on the packaging industry. Uwe Galm, Director of Customer Services at Schubert, talks about how innovative service concepts can help make production processes future-proof.
Schubert’ s service division has recently undergone significant expansion. What’ s behind these developments?
In recent years, there has been a resurgence in demand for maintenance and inspection. Many customers are simply no longer able to handle these tasks themselves, in part because they lack the necessary skilled personnel. Other factors include the pressure of rising energy and raw material prices and the heightened significance of machine availability.
What are the specific implications of all this for your service operations?
In the past, we sometimes had three weeks to carry out maintenance work, but now we often only have a few days. This changes everything:
80 FDPP- www. fdpp. co. uk our planning, our resource allocation and the way we prepare for our service assignments.
How are you responding to these tight time frames?
We focus on maximum preparation and efficiency. This includes, for example, pre-assembled spare parts kits that are delivered ready for immediate use. We are also greatly expanding our digital services with our customer portal 4YOUconnect. We have recently started making all relevant machine documentation available there in digital form – from circuit diagrams to parts lists.
What is the current state of digitalisation out there?
Close to a quarter of our customers are already using the portal – and the trend is clearly rising. The next big step is a shared digital maintenance calendar, which will pave the way for a digital service log with a complete service history. With this in mind, we are also developing guided maintenance routines – a direct contributor to overcoming the shortage of skilled workers.
Speaking of which, are there any specific challenges in the industry that you view as being especially critical?
The role of the service technician is currently undergoing a massive transformation. Experienced technicians who used to be on the road 200 days a year are now virtually impossible to find. And if they are, they usually don’ t stick around for very long. This is why we are considering hybrid models that enable temporary hotline support or travel phases that can be planned individually.
What role does AI play in overcoming these challenges?
A big one, although in my view, technology should always be measured by the benefits it delivers. I see great potential in knowledge management, at the interface between training and application in real-life error situations. For example, a young service technician could be guided step by step through the troubleshooting of a complex machine with the help of AI.
www. schubert. group