Complaints process now possible via app
thyssenkrupp Rasselstein is now enabling customers to open complaints digitally via its Packaging Steel App. This reduces the processing time for complaints, as they are entered and then processed directly in the ERP system of the tinplate manufacturer. For buyers of rasselstein packaging steel, the process is simplified.
Another new feature is the news section of the app. After entering log-in data, customers can now obtain information about rasselstein packaging steel that goes beyond what is visible to other users.
“To record a complaint, descriptions, photos, videos and voice messages can be uploaded by our customers directly in the app via the complaint tool,” said Dr Heiner Schäfgen, head of technical customer service at thyssenkrupp Rasselstein GmbH, responsible with his team for processing incoming complaints. “The responsible contact person immediately receives a message on their mobile device when their customer has entered a complaint or remark and can start processing it immediately. It doesn’t get any simpler or faster than that.”
Customers can use the chat function to get in touch with their contact person while the complaint is being processed. “Before the launch of the upgraded app, a group of selected customers has already tested the tool. The feedback has been overwhelmingly positive, so we are pleased to now be able to provide these applications to all customers,” said Schäfgen. A prerequisite for using the tool is that the user has been registered by his company with thyssenkrupp Rasselstein for complaint recording.
Since 2017, the Packaging Steel App has been giving users an overview of all the packaging steel grades available by the company, and their respective specifications. The app also focuses on current news and innovations. It is free and available in English and German.