The service of Hestika France under the sign of renewal Reactivity, training and preventive maintenance, the success is at the rendezvous.
Saint-Mandé (94), June 30, 2019. Like the manufacturer Citizen, which places this service in the foreground, Hestika France considers the After Sales Service (SAV) as a crucial point of its activity. The specialist in the sale of precision turning machine tools has taken new steps in 2017 to improve its performance and meet the needs of its customers. Reactivity and versatility of service, customer training in maintenance, preventive maintenance: the success is at the rendezvous.
The After Sales Department of Hestika France has 19 people, including 6 for the after-sales service, 5 in programming / installation, 3 in logistics / spare parts and 3 in the design office / assembly / accessories. Each department head is responsible for his division. The SAV is insured throughout the country (France and Maghreb) 5 days out of 7. A minimum service is set up during the “big” periods of leave.
Hestika France provides the after-sales service for about 2,000 machines installed throughout the country, mainly the Citizen and Miyano brands, which represent 90% of the installed base.
For the past two years, Hestika France has been redesigning its after sales service, under the direction of Arnaud Chatel, after-sales service manager since 2018 (successor to Alain Paradis, who has held this position for 20 years) and Didier Broisin, head of the Cluses agency and technical director.
Gilles Palefroy, Managing Director of Hestika France, explains: ” For the redesign of our After Sales Service, we started from a blank sheet and the results of a satisfaction survey sent to our customers a year and a half ago. More than 200 customers have expressed their expectations and from their responses, we have removed three areas of reflection and work: the responsiveness and versatility of HES France service, training in customer maintenance and implementation preventive maintenance. ”
Hestika France after-sales service: responsiveness and versatility
In order to offer an after sales service that is more efficient in terms of customer responsiveness, particularly for interventions that require various skills – mechanical, electrical, etc. – the company has decided to increase the skills of its stakeholders in order to gain versatility and autonomy.
An in-house training program was launched with the two mother factories Citizen and Miyano in Japan as well as in England at the Citizen Center of Excellence in Brierlley, near Birmingham.
It should be noted that Hestika France set up an ERP system two years ago. By dematerializing information, this system improves the responsiveness of technical (and commercial) teams to customers. Stakeholders have access to all client data on their tablet (call history, spare parts, interventions, etc.). Requests for spare parts are centralized and it is possible to view the stock in real time in Germany, the European Parts Center.
Customer service trainings: competence and autonomy for the maintenance of the machine park
Hestika France also relies on training. For a year, the company is an approved training center (referencing datadock). It has expanded its offer and now offers, in addition to “classical” training in programming, a panel of customer service trainings on different levels that allow customers to maintain their machines. Gradually, the personnel responsible for maintenance builds skills and gains autonomy, under the responsibility of Hestika France, and without questioning the guarantee.
Preventive maintenance is a huge success
But the curative maintenance, as fast as it is, can not do without a maintenance upstream which allows to be even more effective at the customers. For six months, a preventive maintenance plan, lasting one to three years out of warranty, is offered to customers of Hestika France who also benefit from many advantages: guaranteed stock, preferential rate, for n quote only a few.
Gilles Palefroy adds: ” With preventive maintenance, our customers control their cost of maintenance in the year-budget often important- and plan interventions at their convenience. This approach, which has attracted many of our customers, also allows them to increase the longevity and quality of their machines, a key element of optimized production. ”
Other avenues for improving the after-sales service are under consideration for implementation by the end of 2019. These include improving the efficiency of the two hotline lines (after-sales service and programming) available for customers. customers. The internal organization of the hotline will be based on a rotation of the Hestika France technicians that will allow the entire team to gain expertise in responding to customers.
And Gilles Palefroy concludes: ” All these improvements have taken place and will take off in the new building Hestika France which will open its doors in October or November 2019 in Ayze in Haute-Savoie. The company will benefit from a larger surface, in particular to increase the stock of spare parts, and places dedicated to the training of our customers. ”
About HESTIKA France:
Specialist in the sale of precision turning machine tools for more than 50 years, Hestika France is an integral part of the Japanese group CITIZEN. Created in 1970, the company has developed at two sites: Saint-Mandé in the Paris region (94) and in the Arve Valley, cradle of bar turning, in Cluses (74). Hestika France is made up of a team of 28 people who ensure the sale, installation and after-sales service of machines in France and the Maghreb: the Citizen-Cincom mobile doll towers and the Citizen-Miyano fixed doll. The company also distributes the brands MUPEN (Spain), EGURO (Japan) and FOCUS (Taiwan). Hestika France operates mainly in the aerospace, medical, automotive, connector and precision engineering sectors.
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