Support
Your customers communicate with the experts of GRÜN aixtemaFrom person to person, technically competent – and that as part of our multilingual After Sales Service in seven languages.
Technically savvy, customer-oriented, multilingual
Our technically proficient and product-trained employees are happy to assist your customers. Thanks to their professional and analytical approach, our after-sales service allows us to resolve problems in up to 90 percent of cases during the initial consultation – to your satisfaction and that of your customers. We also easily handle seasonal peaks in support requests, such as those at Christmas or Easter.
International
Direct accessibility and communication in 7 languages - by phone, chat, email or social media.
First-time resolution rate
Up to 90% of all support requests can be resolved on the first contact.
Digital transparency
Our fully digitalized service level management provides a transparent picture of our services at all times.
Our services in the Support Center
From telephone with callback service to online forms, fax, email, live chat, and the Facebook service app: our support staff are available to your customers via virtually all communication channels.
Our hotline is available Monday to Friday from 9:00 AM to 20:00 PM and Saturdays from 10:00 AM to 18:00 PM . Different times are possible depending on the project scope .
Services
- Conception and process design
- Advice and assistance for technical products
- processing of complaints
- Complaint management
- Preparation of technical issues
communication channels
- Telephone (inbound)
- Telephone with callback service
- Contact via online forms
- Fax
- WhatsApp Chat
- LiveChat via customer homepage
- Facebook Service App
In seven languages. From person to person.
Digitalization Support
The GRÜN aixtema offers all customers through its own developed ISSO Software digitalized processes, intelligent and transparent data, and comprehensive evaluations. The modular software has been optimized for the processes of GRÜN aixtema developed and can also be seamlessly integrated into your IT.
Key figures in the Support Center
- Accessibility of the individual telephone queue
- Average processing time of emails
- Detailed analysis of waiting times
- Duration of calls
- Number of calls per hour
- Key figure for problems solved on the first call (first call resolution rate)
- Analysis of calls for each product
- Percentage of calls per language
- Percentage of contacts with RMA
- Detailed analysis of calls by product, language or RMA
About ISSO
- Modular software developed in-house
- Optimized for the processes of GRÜN aixtema
- All key figures, evaluations and data without media breaks from one solution
- Customer-specific design possible
- Interfaces enable connections to third-party and customer solutions
Testimonials
Springlane GmbH
"We have the GRÜN aixtema GmbH From the very first meeting, we have become known as a holistic partner with a strong IT and project focus, both as a company and at every individual employee level. Over the past three years of collaboration, we have been able to catapult our returns management to a new level. Their broad experience, their ability to handle our high development dynamics, their fast response times, and their intrinsic motivation and joy in joint growth are just a few of the cornerstones that have made GRÜN aixtema GmbH a key partner for us. Thank you for the fantastic collaboration!"
— Robert “Bob” Bajka, Senior Manager Operations and Quality, Springlane GmbH
devolo AG
“For about 20 years we have valued the GRÜN aixtema GmbH as a flexible, competent, and innovative partner. The personal and friendly contact consistently leads to efficient and customized solutions. Thanks to the customer-oriented and goal-oriented collaboration, we feel equally 'understood' and in good hands with our contacts."
— Dirk Blennemann, Senior Director Quality Management & Customer Care, devolo AG
FAQ
Frequently Asked Questions about Support
Our support staff can be reached by phone, email, chat, WhatsApp, fax, or social media – in seven languages.
Support is available in German, English, French, Dutch, Spanish, Italian and Portuguese.
The hotline is available Monday to Friday from 9:00 a.m. to 20:00 p.m. and Saturday from 10:00 a.m. to 18:00 p.m. Extended hours may be available depending on the project.
In up to 90% of cases, the problem can be solved on the first contact – through professional, trained support.
Technically trained specialists, digital process analysis with ISSO, high accessibility, and multilingual, human support.
Companies that trust us
Below, we introduce you to companies that trust our services. The references below represent only a small selection.
Contact inquiry
Send us a message if you'd like to learn more about our solutions. We look forward to hearing from you.