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But, a lot of customers were able to use the DIS instead and now they can see that the after-sales works perfectly and they are happy to stay with us for longer. MARKUS: I love this project. It helps the customer and it helps DOM, so from my point of view, it’s really a success. RALF: When I hear from dealers, I only get positive responses. They tell us they get good quality products with a quick turnaround time. A good after-sales service and a fast efficient response – that is what the customers like. HOW ARE LOGISTICS HANDLED the customer. It’s easy to communicate BY DIS? with the customers and they are happy MARKUS: DIS can produce the to have somebody who is interested products and send them directly to in this small quantity of product. the customers. Sometimes they will send us a handmade drawing of a cylinder and We need to consider the potential for say, “Please send me one piece or DIS in the Netherlands, Belgium and two pieces.” Switzerland. In Belgium, we deliver to DOM Hoberg and they deliver to their They’re very pleased to get their customers. So, in each country, problem solved, especially when it might work in a different way. often the alternative is for manufacturers to say, “Sorry, that RALF: When we started, we focused on product has been discontinued.” German customers, as we have a large That is the important thing. market here. Now, we want everyone across Europe to know know how well RALF: As an example, on the eNET DIS works. online platform, customers can re-or- der direct from DIS using the “Kessler” ARE CUSTOMERS PLEASED WITH dealer’s reference number. We’ve THIS ARRANGEMENT? arranged to make it as easy as MARKUS: When we started, I was very possible to find products customers surprised at how well it worked with have ordered in the past. Best of DOM | 93