Member companies of the Ali Group recently got together to take part in the company’s first-ever service conference.
The meeting, which was held in Bologna and organised by global after-sales director Matteo Zironi, provided a platform for different companies within the group to exchange ideas on how to improve the after-sales experience for customers.
Zironi said it was important to recognise that technical support was becoming a “strategic function” in a hospitality market undergoing radical changes.
“Our customer’s expectations of after-sales support have increased dramatically,” he said. “Response and delivery times as well as the ability to provide a complete service are the deciding factors in creating and obtaining customer loyalty. It is easy to change a product or a producer, but it is very difficult to substitute excellent service.”
Zironi’s own role in the group is to ensure constant attention and priority is given to customer satisfaction.
And he admits the company needs to become more proactive. “We should not limit ourselves to supplying technical assistance and parts. It is important to develop new solutions that help our clients grow their business, reduce running costs and improve efficiency and profit margin,” he said.