Customers are now able to submit and manage complaints and remarks in the Packaging Steel app that the company developed. The new module offers users easy handling and reduces processing time. “The app is an additional medium that allows our customers to contact our employees directly and easily.
This significantly speeds up and simplifies the process of recording complaints. Clear and trivial cases can therefore be closed even more quickly in the future,” said Dr. Heiner Schäfgen, Head of Technical Customer Service at thyssenkrupp Rasselstein, who with his team is responsible for processing incoming complaints. The app is available for iOS and Android devices. The new complaints module is available as an update for immediate use
by existing customers.
Positive feedback for new complaints tool
thyssenkrupp Rasselstein released its Packaging Steel App in 2017 and has continually developed it since then. Particularly corporate customers are benefiting from a wide range of services. The software provides all details on the company’s available products at a glance. Additionally, users are getting news and interesting facts on packaging steel and sustainability as well as extensive data on the product range. With the complaints tool, thyssenkrupp Rasselstein has now added another important module to the app. The new tool offers authorized users a wide range of options for submitting complaints, for describing remarks, and for monitoring the entire process. Using the tool is really easy: First, the barcode of the relevant package is scanned via camera. Then, material defects or remarks may be entered in a text field. Alternatively, users may also create a voice message. Photos and videos of the product may also be integrated into the complaint process. Finally,
the collected information is transferred via the app directly to thyssenkrupp Rasselstein’s ERP system and to Technical Customer Service. There, an employee is immediately notified on his smartphone about the receipt of a complaint. During the entire processing time, the customer and employee may exchange further information via the chat function in the app. The status of the complaint is also directly visible in the app – it offers all information at a
glance. “We are one of the first – if not the first – packaging steel producer to offer such a digital service for smartphones to our customers. We want to continue to expand our digital services in the future to offer our customers added value,” Schäfgen emphasized. Since its development in the summer of 2021, the new tool has been tested in cooperation with the tinplate manufacturer’s existing customers. Feedback is consistently positive: Above all, customers appreciate the new possibility for direct and uncomplicated collaboration, which saves companies a lot of time. But it’s not only customers who are saving. The data entered by the customer is automatically transferred to thyssenkrupp Steel Rasselstein’s CRM system via an interface, thus reducing manual steps. After the complaint
has been recorded, various processes are already triggered in the ERP system in the background. The Andernach-based packaging steel producer expects the module to be actively used by its customers. Product improvements thanks to digital quality management The new complaints tool is part of a larger digitalization strategy pursued by thyssenkrupp Rasselstein GmbH. The Andernach-based company has also digitalized its quality management and part of its sales offering. An integrated quality management system with state-of-the-art measurement technology is used throughout the production process. All relevant data and findings are immediately available to the subsequent process stages, where they automatically intervene in process control or serve as decision-making aids for the plant operator. Manual quality control measures, such as tensile tests or the analysis of sample sheets in the test center, are supplemented by digitally recorded data. This
produces faster and more precise results. In addition, product quality can be further increased by exchanging measurement data between equipment units. The use of ‘Big Data’ enables the company to better track quality. In practice, this means that anomalies can be traced back at any point in the production chain and across all production stages. The tinplate manufacturer is also increasingly relying on digital channels in sales. Existing customers can use the B2B website www.packagingsteelshop.com to cover their demand for additional quantities simply and easily by using the rasselstein® Express service. This is
necessary, for example, when companies are facing to unplanned production expansions - for example, due to weather and harvest conditions. Thanks to the digital offering, customers may order requested additional quantities promptly and flexibly so that the ordered product will be ready for shipment within 14 days.
