The Moment A Product Leaves Biesse Factory, Team Steps In To Ensure A Seamless Experience

Be it timely service, parts availability or remote technical assistance, Biesse Customer Care ensures that customers are always a step ahead.

In today’s competitive manufacturing environment, customer experience goes beyond the product—it’s about the journey, the support ecosystem, and the relationship that continues long after the purchase is made.

Biesse India understands this deeply. At the heart of its customerfirst approach lies the dynamic and responsive Biesse Customer Care team, dedicated to supporting customers across India and the wider APAC region. Whether it’s timely service, parts availability, or remote technical assistance, Biesse Customer Care ensures that customers are always one step ahead.

Customer-Centric Transformation

“At Biesse India, our customers are not just clients—they are our valued business partners,” says Mr. Samarth Sahi, Director, Customer Care, Biesse India. This partnership philosophy is reflected in the recent internal restructuring of the Customer Care department, driven by the values of Respectful Site and Widespread Transparency. The transformation aims to amplify the voice of the customer, ensuring that every concern, challenge, and need is heard, addressed, and resolved with speed and empathy.

From the moment your machine leaves the company’s factory—post completion of prerequisites as per the Sales Agreement—the Customer Care team steps in to ensure that every touchpoint of your experience, including installation & commissioning, training, service interventions and spare parts management, is seamless and efficient.

Streamlining Order Lifecycle Management

Biesse’s restructuring is a proactive move towards business simplicity. The objective? Simplify interactions and enhance visibility into Order Lifecycle Management. The company has strengthened its communication channels to support quick, transparent, and traceable engagement. Whether you’re looking for machine service or spare parts, dedicated escalation levels and official email channels ensure accountability and speed.

Our IVR system offers ease and accessibility to customers who prefer verbal communication. It’s not just about convenience; it’s about capturing vital service data, tracking the company’s responsiveness, and evolving based on insights.

Technological Excellence: Hotline and Global Recognition

The company takes immense pride in announcing that Biesse India has established a Global Hotliners Team in Bengaluru, providing online technical support to customers around the world. This prestigious role reflects the maturity of the company’s systems and technical capabilities.

To further improve Mean-TimeTo-Resolution (MTTR), the company has rolled out the 24/06 Hotline Service. Operating six days a week, this initiative ensures rapid access to expert support, reducing machine downtime and increasing productivity. It’s not just a hotline—it’s a lifeline for uninterrupted operations.

Currently, Biesse Customer Care boasts:

25 hotline engineers delivering expert technical advice
55 service engineers ensuring physical interventions are swift and effective
250 training hours conducted to build technician capability and ensure knowledge currency
85% MTTR (Mean Time to Repair)—a testament to our focus on minimizing machine downtime

Spare Parts: The Backbone of Continuity

Machine downtime can be costly, and the unavailability of parts often becomes a bottleneck. Biesse believes in anticipating needs rather drives its robust spare parts supply and operational strategy.

We proudly maintain:

92% parts availability
10,000 parts in inventory, valued at `20 Crores
Warehouse expansion with vertical modules to enhance speed and accuracy in dispatch
8-member logistics and warehouse team dedicated to optimizing the delivery process of spare parts

In addition, Biesse India now serves as the Material Hub for the APAC region, ensuring faster spare parts supply across geographies, solidifying our position as a regional leader.

Digital Transformation: EasyMaintain App

Digitalization is at the core of Biesse’s innovation roadmap, and customer care is no exception. The all new and upgraded Easy-Maintain App is a strategic leap in empowering customers with preventive maintenance solutions. Designed to reduce operational disruptions and avoid unnecessary service costs, this app allows users to:

Conduct guided maintenance procedures
Log issues and receive realtime assistance
Offer feedback for continuous improvement

The company urge customers to register and actively use the app—not only to enhance their experience but also to co-create its evolution. It has partnered with a reputed service provider to ensure that the app receives continuous updates based on your feedback and requirements.

Master Classes: Knowledge as Service

Recognizing the geographical diversity of our customer base, the company is launching city-specific Master Classes tailored for customers in remote areas. These sessions are not just training—they’re enablers of uptime. By equipping operators and engineers with proactive maintenance know how, it minimizes dependency on immediate technician availability, reducing wait time and operational loss.

These Master Classes reflect Biesse India’s belief that empowered customers make better decisions—and fewer service calls.

Building the Future Together

The investments made in people, processes, and platforms are guided by a simple yet powerful belief: “When our customers succeed, we succeed. Our goal is not only to fix problems but to prevent them, to listen deeply, and to act swiftly.” Biesse Customer Care is more than a department—it is a culture. A culture that prioritizes empathy, embraces technology, and values long-term partnerships. As the company looks to 2025 and beyond, it is committed to making every interaction with Biesse smoother, smarter, and more satisfying.

Email: [email protected]
Website: www.biesse.com