Customer satisfaction

A focus on customers

Customer communication has historically been the responsibility of Vossloh’s operating units, in keeping with the Company’s formerly decentralized structure. The divisions have steadily expanded their customer communication in recent years in order to better understand their customers’ wishes and needs and to meet these more accurately. In line with the “One Vossloh” principle, the establishment of a cross-divisional customer relations management was initiated at the end of 2017 following a Group-wide dialogue on the topics of sales and customer communication. The objective is for all information about all Vossloh customers to be collected centrally in a secure environment and made equally available to all operating units in order to leverage synergies for the purposes of sales. In addition, the system should result in there being less work involved in preparing documents for calls for tender and meeting the ever greater reporting duties in relation to customers, such as in regard to certification. The solution based on customer relationship management (CRM) software went live in February 2018 once all of the more than 300 employees affected had been given the appropriate training. It encompasses more than 10,000 Vossloh customers in 115 countries and all rail infrastructure projects worldwide that the Group supplies. At the InnoTrans industry trade fair in Berlin in September 2018, the CRM system successfully passed its first practical test. In 2019, additional interfaces with other IT applications such as email programs and marketing modules will be established and the working environment will be configured to be more user-friendly.

As in the past, the logging of customer satisfaction remained the responsibility of the operating units in 2018. Corresponding surveys are carried out in various ways at individually selected intervals, as well as on a project-oriented basis or as part of customer visits in some cases. For example, Vossloh Fastening Systems GmbH (Germany location) carried out an international online survey in March 2018 with the help of an external market research institution. The quality of VFS products was ranked very highly by customers. Indicators for improvements were collected and processed in various projects. Centralized surveys are scheduled for 2019 in the Lifecycle Solutions division.