The human touch prevails

Marc Wenczek, Head of Services at VISUS, on valuable traditions, current challenges, and new solutions.

I have been part of VISUS for 20 years, eight of which I have spent in the Service Department , and based on this experience, I can say with complete conviction that the goal of providing our customers with the best possible service is firmly anchored in the foundations of our company - and in the mindset of every team member. Whether in the Helpdesk, in the various service teams, or during training: What sets us apart is consistently high quality, perseverance when it comes to solving problems, and a high degree of ownership that everyone is encouraged to take on right from the onboarding process. This is because we know that we are not merely selling just another product, but are contributing to a noticeable improvement in medical care.

Where do I get this conviction from? On the one hand, it's the contact with our customers, and on the other hand, it's the facts and figures. The number and quality of customer issues resolved are a typical example of our regular achievements in the "KLAS Awards." Above all, however, we have earned a good reputation over the years. Numerous long-standing partnerships have been established with customers who rely on us and trust us. 

However, we have had to accept the occasional loss due to the trust level in recent months. In part, customers have experienced waiting times or feedback behavior that is not typical of VISUS. My feeling tells me that they were probably more patient with us than they would have been with others. The reason for these unprecedented problems is that we made a conscious decision to implement a new organizational and software infrastructure. This is an undertaking that puts us in a secure position for the future, and we remain convinced of its benefits. However, the changeover during ongoing operations has led to a few teething problems here and there - not entirely unusual for a project of this magnitude.

Nevertheless, I believe we have a duty to justify your trust in us once again. This is the foundation for mastering what I regard as being the true challenge: Our products and solutions are becoming increasingly complex, partly due to customer requirements, but nonetheless we still wish to retain our significant advantage of being close to our customers. At VISUS, it should still be the norm for an employee to support you until the end of a project (or a request). 

Artificial intelligence is a helpful supporting tool. In-house, we have been preparing for the use of AI bots in Support and Services for some time now. These are backed up by the knowledge we have gained over the years in development and documentation in Services. In Services, we primarily use AI in the background to make information available in a targeted manner so that we can offer you solutions more quickly. We are also planning to use intelligent support in our new customer portal, the “Customer World,” which is currently in its pilot phase. However, here we focus on answering standardized questions, for example those regarding availability. 

I am convinced that questions relating to content will continue to be best resolved between individuals in the foreseeable future. This is because I know that I have a fantastic team to back me up, where everyone gives their all every day to support you.