At Hyva, customer service is paramount. This is apparent not only in the quality of its products but also the high level of sales and after-sales services. With a strong international presence, the company has 35 subsidiaries, each of which is dedicated to providing the very best in customer service. Read more to find out about Hyva’s unique service philosophy.
Hyva UK was the first to develop the HyvaCare Product Support Package which combines expert technical advice and timely assistance to offer customers superior service. The standard HyvaCare package includes comprehensive training by experienced personnel on operating the equipment correctly, ensuring maximum site safety. In addition, it allows for up to four services a year, LOLER/PUWER inspection and emergency repair work, as and when required. Moreover, the package can be tailored to suit individual requirements.
Hyva Mexico, like other Hyva subsidiaries, markets products via distributor outlets located in major cities across the country. This ensures that products are easily available to customers. To support and enhance after-sales service, the company has implemented advanced Customer Relationship Management (CRM) software.
Future plans at Hyva Mexico include introducing a toll-free line that would deal with queries related to Hyva products. Hyva de Mexico also plans to establish a network of service centres which would enable servicing of equipment at a location convenient to the customer.
Hyva Brazil imparts technical expertise by training both distributors and customers on every aspect of operation and use of its equipment. In fact it has been recognised by customers as the only supplier in Brazil to provide training on hydraulic systems. If and when corrective actions are required, technical assistants are available to assist and support both distributors and customers.
Hyva India provides efficient customer support services despite existing logistics and infrastructure problems in the country. This is made possible through its extensive and growing network of service engineers who make the most of the company’s service vans to reach customers quickly and resolve issues effectively.
The Indian subsidiary of Hyva also has a wide network of dealers across the country and ensures that each dealership has a minimum of two technicians to meet all service requirements. Hyva spare parts are available at dealer outlets, saving customers time and effort required to procure and replace parts.
Training is given to OEM engineers, technicians and operators on safety, maintenance and good operating practices. Additionally, authorised body builders are trained on body fabrication and mounting of tipping systems. Hyva India plans to initiate a ‘Float’ stock concept in the future at six major locations in the country to reduce logistic delays and meet warranty and VOR requirements.
Hyva-CS carries out servicing of equipment through 11 external workshops in the Czech Republic and 5 in the Slovak Republic. The workshops are well equipped with essential tools and spare parts which help substantially reduce the service response time. As part of its customer service offerings, the company can also arrange for vehicle recovery services if required.
Customers are also given the option of a 2-year extended warranty period. Each wet kit, for instance, comes with a service manual that includes instructions on operation and maintenance, the schedule for service inspections, a warranty certificate and conditions for the extended warranty period. New customer service initiatives include setting up an independent workshop near Prague and introducing service cars in 2009.
Hyva Romania offers customers a complete service package which includes mounting of wet kits, repair of cylinders, pumps, hydraulic components, skip and hook loaders. In addition, it also carries out inspection of cylinders and components of tippers. In the next few months, the company plans to introduce mobile servicing in Romania.
Hyva Poland has three service points located near the capital city Warsaw. To ensure customer satisfaction, it provides a range of services. For example, distributors are provided with an operation and maintenance manual for Hyva Cranes in accordance with the EN 12999 standard. They are also given a CD which includes a comprehensive catalogue on spare parts for all vehicle models. Spare parts and retrofit kits are easily available through its after-sales office. Training is also provided to distributors on the installation of equipment and technical courses offered to update them on new products and developments.
Ongoing commitment to customers
Hyva’s approach to customer service, as illustrated in the examples above, is what makes it exceptional. By continually reviewing service standards and introducing innovative processes to enhance customer experience, it consistently delivers outstanding service that meets and exceeds customer expectations.