THOUGHT LEADERSHIP

Pandemic challenges did not slow VEGA down

When the COVID-19 pandemic arrived, the food industry was hit with several obstacles, but VEGA proved to be up to the challenge. Food & Beverage Industry News reports.

COVID-19 created challenges with many businesses and this had to be overcome by adopting diversity. For VEGA Australia, the traditional business model of customer support needed to adapt. Understanding the requirement within the food and beverage industry of an increased demand meant support became vital.

VEGA has always been a big promoter of customer training, which had to shift to a video conferencing interactive solution during COVID. This allowed customers to learn more about the functionality of their instruments but also the ability to maintain and run them efficiently.

A lot of industries run 24/7, and as in the past VEGA offered its 24-hour, English-speaking telephone support hotline, which has proved invaluable on the rare occasions when things go wrong.

With the development of technology and the increased adaptability of instrumentation, VEGA implemented simplistic, user-friendly menu guided set up programs allowing the customer the confidence of guaranteed performance by the input of basic application information. Understanding the range of instruments within a typical plant, and the requirement to have access to different calibration tools, VEGA focused its resources on finding and developing a common platform. In 2016, the company released Bluetooth Smart Phone & Tablet App - VEGA Tools, a one-touch program that allowed access to all VEGA transmitters and what this has allowed is for the technician to access the instrument in a safe and wireless way.

Furthermore, VEGA looked at the reasons people were contacting them and how VEGA could develop on-line video tutorials demonstrating the typical setup of common applications. This gave customers the confidence that the equipment that he had installed was “fit for purpose”.

The guaranteed supply of equipment was at the forefront for many businesses.

VEGA Australia made the decision that readily available common products would help

VEGA was able to seamlessly adapt to the challenges presented by the COVID-19 pandemic.

"Every industry has its own unique applications and challenges. Understanding this, VEGA not only developed industry based catalogues showing solutions to typical applications, but also increased industry knowledge among the sales and support teams."

alleviate these concerns and this was achieved by increasing Australian stock levels.

Every industry has its own unique applications and challenges. Understanding this, VEGA not only developed industry-based catalogues showing solutions to typical applications, but also increased industry knowledge among the sales and support teams.

To a lot of customers, information is important, and access to that information needs to be made simpler and readily accessible.

In 2018, VEGA Australia introduced the customer focused “MYVEGA” access portal.

This platform could be customised to suit the requirements of individual customers allowing them to set up the platform with all the important information that suited them.

Ease of access of information is equally important. VEGA introduced a dedicated and on-demand LiveChat widget on the website in 2019 offering instant pre and after sales support with VEGA’s dedicated internal sales team, as well as live trouble shooting with document upload capability.

It is a testament to the customer service charter employed at VEGA Australia. Customers also have the option to directly access VEGA’s frequent series of Tech Talk webinars both LIVE and on-demand, which has proven to be a huge success when introducing and showcasing common application demonstrations and innovative features of VEGA’s array of instruments that are now available.

VEGA’s 2021 NSW Customer Technology Day, held at Australia’s Head Quarters in Sydney, also proved a popular success with a variety of customers being invited to a COVID-safe event featuring live demonstrations and hands-on interactive workshop sessions covering a variety of topics to enhance customer support to the next level.

To VEGA, after-sales support is not just a phrase that’s thrown around. It’s all part of the “relationship”. After all, the buying experience should be hassle-free and rewarding.

The pandemic hasn’t slowed VEGA down, instead it has encouraged the company to innovate new ways of operating. Customers can rest easy in the knowledge that the onset of another unexpected lockdown will not disrupt a partnership with VEGA. F

VEGA understands the unique challenges presented to each part of the industry.

Rittal’s Hygenic Enclosures are made to meet the highest Ingress Protection ratings

Suitable for the most demanding applications, they are the intelligent solution to the increasing industry standards.

Bacterial Resistant Faster to Clean Longer Lasting IP69K Rating