FOAMWARE Complete Care
Greater safety, less effort – with clearly calculable costs
The FOAMWARE Slabstock is one of the leading technological control solutions for continuous slabstock foam production. To ensure this performance is maintained long term, regular maintenance, updates, and professional support are essential. Hennecke has developed the FOAMWARE Complete Care service package specifically for this purpose.
We spoke with Mahmoud Karime, Senior Director Global Service about it.
INNOVATIONS: Mr. Karime, what exactly can your customers expect from FOAMWARE Complete Care?
Mahmoud Karime: This is a modular service package that is consistently tailored to the requirements of our customers in slabstock foam production who use a FOAMWARE slabstock control system. At its core are annual software releases with functional enhancements, safety-related adjustments, and technical optimizations. The system documentation is also updated, ensuring that all standard requirements are met. Depending on the contract term, the range of services is supplemented by regular hardware upgrades, such as a complete hardware replacement after five years.
INNOVATIONS: What other services does the service package include?
Mahmoud Karime: It also includes a set number of hours for technical support. This gives our customers prioritized access to our experts, for example in the event of faults, operating issues, or optimization requests. Another component is our practice-oriented online training. The training courses are precisely aligned with each customer’s configuration and can be carried out flexibly from anywhere. With the “Availability PLUS” option, we also offer additional security in the event of a fault – for example, by quickly providing a preconfigured replacement PC.
INNOVATIONS: And what does this service cost?
Mahmoud Karime: For quick decision-makers who sign the contract in 2025, the annual price for the Complete Care contract – depending on scope and term – starts at €6,900. We have calculated this amount to make it economically attractive for our customers and to ensure long-term planning security. Considering the effort, risks, and potential downtime costs avoided, this results in a very good price-performance ratio. Additional options such as “Availability PLUS” or the inclusion of the third-party interface can be added individually. Producers who already have the third-party interface benefit in particular from FOAMWARE Complete Care, as it also covers the sometimes complex integration into higher-level production systems via the service contract.
INNOVATIONS: You often refer to predictability and planning security. Why is this so important?
Mahmoud Karime: Because that’s just what many of our customers need. With Complete Care, unpredictable update cycles, ad-hoc service calls, and individually commissioned measures are, in many cases, a thing of the past. Everything is regulated transparently – both financially and in terms of content. This creates security in day-to-day operations and makes internal budget planning easier.
INNOVATIONS: How does the offer fit into the overall context of Hennecke’s service philosophy?
Mahmoud Karime: FOAMWARE Complete Care is a key component of our 360°SERVICE. It reflects a strategic understanding of service that does not rely on reactive one-off measures, but instead follows a holistic, partnership- based approach. Our aim is to work together with the customer to ensure trouble-free production operations. Customer feedback is of great importance in this regard. It provides valuable input for the continuous further development of FOAMWARE Slabstock.
INNOVATIONS: Mr. Karime, thank you very much for the interview.
