High Customer Satisfaction With Picosun’s New Service And Support Model
Picosun Group's growth strategy is based on strong expansion into industrial ALD markets. To support this strategy, special emphasis has been placed on strengthening the Group's global service organization. The investment has paid itself back in the form of high level of customer satisfaction, despite the challenges caused by the global covid-19 pandemic especially in traveling and logistics.
“Due to the reinforced localization of our service and support units, our service engineers' utilization level has been more than 85% in the past six months, and with the latest remote service and support tools we have gained advantage to manage our customers' PICOSUN ALD system commissionings online and in time. ALD tool maintenances, process development, spare parts and other critical deliveries are also provided locally with maximum safety precautions in place, to ensure customers continuous operation of their PICOSUN ALD equipment,” states Mr. Timo Malinen, Customer Experience Director of Picosun Group.
During the last months, Picosun Group has hired and trained several new service engineers and sales and support personnel to provide local support at the Group's US, Asian, and European locations. Remote diagnostics, control, and data logging features for remote troubleshooting and process optimization of customers' PICOSUN ALD tools are a routine approach in the Group's ALD solution deliveries. Augmented and/or virtual reality solutions for even more efficient service operations and remote learning/e-training possibilities are also under development and will be introduced in all Picosun's operations later on.
“Our principle of ‘AGILE ALD' and our position as the technological forerunner in our field obligate us to provide the best possible services and solutions to our customers. As a globally operating company, pandemic risk scenarios are an integral part of our continuous risk planning. Against the backdrop of the current covid-19 outbreak, our service operations are continuously being adapted to mitigate potential impacts. Picosun Group follows a holistic management process that enables constant development of our customer service unit to ensure the best possible response even in an emergency situation,” continues Malinen.