After Sales Department enabling next level service
Eqraft is undergoing a quiet revolution: customer support is evolving into a core component of the growth strategy. Led by Wouter Beldman, the After Sales Department is becoming an increasingly proactive partner for clients.
Wouter Beldman, whose career began in the Navy, has an impressive track record in developing service strategies for major machine builders. His expertise in establishing, optimizing, and internationalizing service departments has proven invaluable. Wouter’s vision is clear: the After Sales Department, as the voice of the client, should be an integral part of the entire customer journey.
Worldwide coverage
‘We are gradually gaining a stronger voice within the organization,’ Wouter says. After a year at Eqraft, he has solidified the department’s foundations. This shift enhances service efficiency and quality, for example by opening multiple service hubs and expanding the service network. A fully equipped warehouse has been established in the US, manned by native Bradley Day as parts and service manager, supported by a team of skilled field service engineers. A well-stocked warehouse in Goes (the Netherlands) once again underlines the intention of being close to the clients.
Improvements are also made on the organizational level. Small service projects are now handled directly by the department, without the sales team’s involvement. The communication is more streamlined, resulting in faster workable solutions for clients. This requires a versatile team, with broad knowledge. Therefore, the After Sales team will be multiplying across the board in the coming years, from service desk and spare parts specialists to mechanics.
Tasks are defined clearly within the team. Mechanics specialize in installation, commissioning, training, or field service. In the office there’s dedicated staff for spare parts and support. This clarifies responsibilities, provides opportunities for internal growth, and improves overall efficiency. Hans Mol, one of Eqraft’s field service engineers, explains: ‘You need both mechanical and electronic expertise, because you often have to solve a problem by yourself. On top of that, you’re the face of Eqraft. I take pride in helping clients when they encounter unexpected challenges.’
Proactive service
The After Sales Department is becoming increasingly proactive and wouter plans to continue this way of working. Eqraft will start scheduling proactive inspections of equipment and reviewing the findings with the client. Maintenance can be scheduled timely. ‘Planned downtime for maintenance is sometimes unavoidable, as many agribusinesses have increasingly shorter off-seasons,’ Wouter explains. All this to prevent unexpected downtime.
The future vision for After Sales at Eqraft is ambitious. Plans include setting up an online support portal for clients and mechanics to streamline the service process and enhance transparency. Wouter envisions easily accessible support for customers worldwide. Standardization of Eqraft machinery should help reduce the number of spare parts needed and multiple service hubs will ensure that parts can be delivered quickly. Wouter: ‘The After Sales Department is there for the client and therefore works intensively with every Eqraft department. That balance is now established, and we’re building on its solid foundation.’
Need support, field service, or parts?
Worldwide: Call +31 612 343 363 or email support@eqraft.com
In North America: Call +1 (509) 420-4472 or email support.na@eqraft.com