Perfect service support with 360°CONNECT
Comprehensive update with optimized user experience in the Service Portal
The Hennecke GROUP is continuing to drive its digital transformation. The 360°CONNECT service portal recently received a comprehensive update and was rolled out worldwide for all products of the Hennecke Polyurethane Technology brand. With numerous functions and improvements, the portal offers Hennecke customers a significantly optimized user experience and even more opportunities to use their machine and plant technology efficiently and receive perfect service support.
Improved security and usability
The update of the 360°CONNECT service portal initially focused on key security aspects such as comprehensive data protection and improved encryption of the connections. At the same time, user-friendliness was significantly increased and the design of the portal was adapted. “We used the update to noticeably improve the user experience and modernize the design. Numerous aspects were taken into account,” is how Alexander Breyer, Specialist Digital Services at Hennecke, explains the measures. One innovation is the switch to a fully responsive design for all areas of the portal. This enables users to easily use the portal from mobile devices and, for example, to resolve service tickets directly at the system. This makes the technicians‘ daily work much easier, as they can document and process problems directly on site.
Functional webshop with discount
The 360°CONNECT service portal offers numerous functions that are specifically tailored to the needs of users. In addition to ticket management, which ensures that service requests are processed quickly and efficiently, the new, integrated webshop offers customers the opportunity to order spare parts for their specific Hennecke machines or systems directly. The webshop shows the system elements in a 2D or 3D view, which makes selecting the required parts much easier. System-specific spare parts packages with basic wear parts such as filter elements, nozzles and other components that ensure the machines operate properly at all times are also particularly interesting.
Jan Mertens, E-Commerce Specialist at Hennecke, highlights the advantages of the webshop: “The customer is shown the availability and prices of the required parts directly. Thanks to the fully digitalized process, they also benefit from faster delivery when ordering via the webshop compared to the traditional method.” As a special bonus, Hennecke is offering a discount of up to 5 percent on orders placed via the portal until the end of 2024. “We are continuously expanding the functionality of the webshop. For example, an EDI connection is currently being planned, which will allow orders and invoices to be exchanged digitally and integrated into the company‘s own inventory management system in a time-saving manner,” adds Jan Mertens.
Up-to-date documentation and personalized information
Another important feature of the 360°CONNECT Service Portal is the comprehensive documentation of the machines and systems. All documents and instruction manuals, including those from third parties, are stored in the portal and are regularly updated so that customers always have access to the latest version.
For new machines, the documentation is now only available digitally via the portal, which makes the management and use of this information much easier. But existing customers also benefit from the digital solution: Even for older systems that have been in operation for several years, the latest documentation is available after registering in the portal. “It is also advisable for existing customers with an older system to register in the 360°CONNECT Service Portal in order to take advantage of the benefits,” recommends Alexander Breyer.
In addition, the portal offers personalized news that is tailored to the customer‘s respective machines and systems. This means that users are always kept informed of all relevant updates, innovations or possible retrofit solutions. The portal also provides information about possible training courses. These can be booked directly online to ensure that the staff are optimally prepared to operate the machines.
“The customer is shown the availability and prices of the required parts directly. Thanks to the fully digitalized process, they also benefit from faster delivery when ordering via the webshop compared to the traditional method.”
Jan Mertens,
E-Commerce Specialist at Hennecke
Our 360°CONNECT SERVICE
Find out more about your options in our 360ºCONNECT service portal.
Outlook and future expansions
Another planned functionality is the ability to track the production or delivery status of ordered machines and systems in real time. This gives the customer a precise overview of the current progress of their machine order at any time. The update of the 360°CONNECT Service Portal was initially implemented for all Hennecke GmbH machines. Implementation for all machines and systems of the other brands within the Hennecke GROUP will follow in the fourth quarter of 2024. The revised Service Portal now offers Hennecke GROUP customers an even more functional platform to manage their machines efficiently and benefit from improved service.
Interested parties are welcome to seek individual advice to learn about the new functions. This also applies to existing customers, who can register in just a few steps and benefit directly from the advantages. Regardless of whether new or existing customer: registration and use of the account in the 360°CONNECT Service Portal are of course free of charge. For a single user as well as for multiple users per customer.
