Plymouth, MN, May 10, 2023 – The new Customer Operations Center and its RemoteCare offering provides around the clock support for the company’s food producing customers, minimizing the effects of unplanned shutdowns and improving uptime.
The new Bühler Customer OPerations Center (COPC) is tasked with providing the company’s food customers with instant support in critical instances where a processor is experiencing an unforeseen production stoppage. Utilizing the RemoteCare service, a processor is able to work directly with a local Bühler representative to troubleshoot and find a solution with minimal downtime. This first level of support is delivered within a two-hour window. If a case escalation is needed, the local expert will involve a regional Customer Operations specialist to provide specialized support on the second level. If further escalation is needed, experts from the headquarters organization will be involved to troubleshoot and fix the issue. Throughout the process, a COPC representative stays in contact with the customer, providing an open channel of communication until the issue is resolved.
“We created the Customer Operation Center and the RemoteCare service to help our customers in their most critical time of need,” says Ricky Bennett, Customer Service Operations Manager for Bühler North America. “We’re providing an instant, always-on support channel that will help quickly resolve their issue and get their operations back online, and save them money typically spent on travel for a technician. This has the added benefit of reducing our customers’ overall carbon footprint.”
“Bühler is constantly innovating in our technological solutions, as well as in the services we offer,” says Anthony Chavez, Senior Vice President of Customer Service for Bühler North America. “And the new COPC is another way we are partnering with our customers for better outcomes. When we combine the customer’s knowledge of their business, with the technical expertise of our local and regional experts, we stand a very good chance of getting a down operation, up and running quickly.”
The RemoteCare service and access to the COPC is currently available to all Bühler’s food customers, with plans to add capabilities to support confectionery customers as well as those processing advanced materials. Interested customers should reach out to their Bühler Customer Service representative for more information, or visit https://www.buhlergroup.com/content/buhlergroup/global/en/services/remote-care.html.
Customers can access the COPC by contacting their Bühler Service rep or call 919-268-3034.
About Bühler
Bühler is driven by its purpose of creating innovations for a better world, balancing the needs of economy, humanity, and nature. As a relevant solution partner for the food and mobility industries, Bühler has developed a pathway to achieve a 60% reduction of greenhouse gas emissions in its operations by 2030, meaning Greenhouse Gas Protocol Scopes 1 & 2, against a 2019 baseline. It has committed to having solutions ready to multiply by 2025 that reduce energy, waste, and water by 50% in the value chains of its customers. Billions of people come into contact with Bühler technologies as they cover their basic needs for food and mobility every day. Two billion people each day enjoy foods produced on Bühler equipment; and one billion people travel in vehicles manufactured using parts produced with Bühler technology. Countless people wear eyeglasses, use smart phones, and read newspapers and magazines – all of which depend on Bühler process technologies and solutions. Having this global relevance, Bühler is in a unique position to turn today’s global challenges into sustainable business. Bühler contributes to safely feeding the world and is doing its part to protect the climate, producing solutions that make cars, buildings, and machinery more energy efficient.
Bühler spends up to 5% of turnover on research and development annually. In 2022, some 12,700 employees generated a turnover of CHF 3.0 billion. As a Swiss family-owned company, Bühler is active in 140 countries around the world and operates a global network of 105 service stations, 30 manufacturing sites, and Application & Training Centers in 23 countries.
