News & Events

Multi-level Service Program

AURORA, ON, Canada – Canadian integrated electric drive system manufacturer BionX announces another major milestone and quality improvement to its dedicated service and retail partners across the globe.

In an ongoing effort to provide continuous improvement to the service quality and centralize all service activities in Europe at one location, BionX has launched a multi-level customer service program which consists of two major steps that every retailer inquiry (via email or by phone) will connect through.

All incoming service inquiries will follow two Tiers:

1st level (Tier One)

Tier one service will be the first step for customer service resolution and troubleshooting.

Samhammer AG, an external BionX service provider will serve as Tier one contact point for retailers. Multilingual service agents, in addition to extended call times from 08:00 to 18:00 (GMT+2) and the professional logistics of a call center, make for improved availability and faster response times.

The first level service agents are highly trained in coordination with BionX service policy and standards to offer technical assistance that will solve most claims during the first call as well as spare part shipping and orders. Their direct access to the BionX Portal – an online database for all BionX components – allows for faster and more efficient service processing with the help of all four Auto-SERVICE tools implemented in the BBI (BionX Bike Interface) retailer software: Auto-DIAGNOSTIC, Auto-REPAIR, Auto-RMA and Auto-WARRANTY.

Samhammer AG is a German based service provider offering and creating professional services available in 18 languages, 24/7 across Europe, America and Asia-Pacific for leading companies in the automotive and electronic industry for 25 years. With more than 400 employees, Samhammer AG sets new standards for excellent and inspiring service. The motto “Inspiring people with Service” stands for Service Excellence that is focused on customers.

2nd level (Tier Two)

Should a retailer require further technical assistance, the service inquiry will be forwarded to specialized BionX service agents, who will contact the retailer directly in order to resolve the issue.

With the help of BBI and the BionX portal, all service agents, technical staff along with BionX engineers all share the same database to help to diagnose system components in real time and provide a solution.

“With the introduction of the Zero Part Return Philosophy and the Auto-SERVICE tools of BBI over a year ago, BionX service Partners and Retailers have experienced considerably faster claim processing. Most claims were already being completed during the initial phone call and replacement parts shipped to the retailer immediately. With BionX’s new multi-level service program we take another big step towards our goal to offer best in class service!” – says Steffen Milew, Service Manager Europe at BionX.

Introduced in March 2015 as an initial pilot project, recent retailer feedback has been very positive. More than 75% of all incoming phone calls can already be answered within the first 10 seconds and the overall availability of the BionX Service Center by phone is close to 100%.

Currently directed to certain European OEM customers only, the multi-level service program will be rolled out this Fall across all of Europe and then globally to more partners.

 

About BionX

Headquartered in Aurora, Ontario, Canada, BionX International Cooperation develops and produces electric propulsion systems for intelligent, sustainable mobility. BionX stands for technological know-how, forward-looking technologies as well as reliable products and service. BionX propulsion systems are the perfect solution for the global increasing demand for clean and efficient mobility. Among the international OEM partners for customized solutions powered by BionX™, are renowned manufacturers from the bicycle as well as the automotive industries, such as Trek, SMART and WHEELER to name a few.

 

To learn more about BionX products and service, please visit www.ridebionx.com or use the press contacts below.

Former Press Releases can also be found on http://inmotionmar.com/en/media-center/bionx/

Press contact DACH/BNLX:

inMotion mar.com
Alban Manz / Uwe Weissflog
+49 711 351 640 93 / -91
alban.manz@inmotionmar.com
info@inmotionmar.com

Press contact Europe:

Christian Winands
BionX GmbH
Johann-Karg-Str. 44
85540 Haar / Germany
press.eu@ridebionx.com

Press contact North America:

Tyler Meyers
BionX International
455 Magna Drive
Aurora, ON CANADA
press.na@ridebionx.com