“Good service can lead to customer loyalty, positive word-of-mouth, and better partnerships. That’s why we aim to offer our partners as much support as possible,” says Armand Müller, Head of Customer Service at TEKTRO Europe GmbH and one of the driving forces behind TEKTRO’s recent service initiative. We chatted to him to find out more.
Tell us about the expansion into e-mobility?
“After increasingly expanding our business into the e-mobility sector, we have seen rapid growth. The establishment of a European facility in September 2019, and the following investments in a top-level service department, have been a logical step. From Haßloch, we provide service support to all our European partners, including OEMs, DIs, dealers and even media.”
Does TEKTRO offer a full-service offering?
“Our 600-sqm building, located an hour southwest of Frankfurt am Main, combines office space, a workshop, and a warehouse with a wide range of small replacement and warranty parts. The branch also features a quality test centre and a production studio for product training videos. The European headquarters acts as a comprehensive backup for distributors and dealers in the surrounding countries and regions for TEKTRO Europe GmbH and its premium brand TRP. Our team, for example, offers services like ticket-based technical support, a customer service hotline, and other tools to take care of customer requests and warranty claims. The team also supports TEKTRO’s brand presence in Europe with country-specific offerings like translations of product guides, manuals.”
How does TEKTRO support its partners and customers?
“We support our partners and customers
on different levels, starting with explanatory
videos for the usage of our products to the communication between our headquarters in Taiwan and the European TEKTRO partners. So, we rely on our strategy to offer the best service quality by supporting our partners and distributors as a local backup. However, with the growing volume of bicycles equipped with TEKTRO and TRP technology, it is also necessary to be directly available for dealer enquiries.”
“Another addition to the service offerings is product training for distributors, OEMs, assembly partners and dealers, for example via on-site training sessions at the facility in Haßloch or in the form of digital training courses in the professionally equipped in-house studio. At least once a month, live training sessions are also offered via stream. This is a service that our partners highly appreciate.”
What is TEKTRO’s expansion strategy?
“Eventually, the six service team members
in Haßloch, and 45 external service team members in the different European distribution areas, plan to expand their service offerings even further. The reason for this strategy is simple. TEKTRO offers high-quality products. But it is also our ambition to offer high-quality service. With our European headquarters in Haßloch, we want to provide exactly that – and strengthen the cooperation with our partners even more. Top-level service is a main pillar of TEKTRO’s portfolio.”
This article is sponsored by TEKTRO.