Planning security through repair service contracts

The DiloGroup is relying on a comprehensive service concept and benefiting from transparent costs and higher customer satisfaction.
Challenge

Avoidance of production losses due to unexpected machine malfunctions

Unexpected malfunctions of components can entail long, unplanned downtimes and costly production losses. The risk of unpredictable costs rises when knowledge and capabilities for quickly troubleshooting problems are lacking on site. That is why the DiloGroup relies on Siemens Repair Service Contracts.
The DiloGroup

Worldwide service excellence

As a leading machine manufacturer of nonwovens manufacturing lines, the DiloGroup supplies machines around the globe. To ensure maximum plant availability for its end customers, the machine builder not only needs high-quality products but also a comprehensive service concept with predictable costs. In an interview, Rebekka Dilo, Assistant to the Managing Board, DiloGroup, explains the specific benefits of Siemens Repair Service Contracts and talks about service trends on the horizon:

Ms. Dilo, how important is service to the machine business of the DiloGroup?

Nowadays, service quality is of paramount importance. A machine business without service is not possible for DILO.

What do you think is the biggest challenge in the service business?

The biggest challenge is ensuring plant availability worldwide. For us it is also vital to troubleshoot machine stoppages in a minimum amount of time.

How do Siemens Repair Service Contracts help meet these challenges?

Thanks to the global presence of Siemens, we can draw upon a strong service partner. That saves time and grants us the freedom to focus on our core tasks.

With Siemens Repair Service Contracts, we have a strong team behind us to help ensure the availability of our plants everywhere in the world.
Rebekka Dilo, Assistant to the Managing Board, DiloGroup with Thomas Höncher, sales representative from Siemens at the Technikum in Eberbach

What about costs?

Material and personnel costs are covered by the Repair Service Contract throughout the term of the contract. No additional costs incur for Dilo, which in turn enhances cost transparency and predictability.

You mentioned that you save time with Repair Service Contracts. How exactly?

All informations on the contract objects, in other words our machines, are stored in the Industry Service Platform of Siemens. On the one hand, this eliminates the obligation to provide proof of warranty for claims.
On the other hand, our customers benefit from an optimized service process. Data is available to the Siemens Service Centers worldwide. This allows for optimal service assignment planning and performance.

Siemens Repair Service Contracts have enabled us to further increase the availability of our machines.
Rebekka Dilo, Assistant to the Managing Board, DiloGroup

Ms. Dilo, what are the benefits for your customers?

Our customers benefit from shorter response times and faster troubleshooting and, overall from higher plant availability and improved efficiency.

A win-win situation for everyone?

We are definitely convinced of the Repair Service Contract concept and are now providing our machines with such contracts. This ensures for fast and efficient service performance.

And what would you like to have included in the service of the future?

Tracking of components is important. We can already precisely localize individual machine components today. For the future, I can imagine that when spare parts are supplied, the new device will already be delivered with compatible firmware and configuration. Then, nearly every spare part replacement service becomes a simple plug-and-play operation.

Digitalization doesn't stop at service. For us it is important to develop new fields of application early on so that we can better serve our customers. With Siemens we can take this step into the future.
Rebekka Dilo, Assistant to the Managing Board, DiloGroup

Ms. Dilo, thank you for your insights.

We also share the excitement of you and your company for pressing ahead with further innovations and will persist in turning your vision of the service of the future into reality.