{"id":9178,"date":"2024-12-16T08:00:05","date_gmt":"2024-12-16T07:00:05","guid":{"rendered":"https:\/\/www.giardinagroup.com\/?p=9178"},"modified":"2024-12-14T16:24:21","modified_gmt":"2024-12-14T15:24:21","slug":"attenzione-al-cliente-e-competenza-sono-i-nostri-valori","status":"publish","type":"post","link":"https:\/\/www.giardinagroup.com\/fr\/attenzione-al-cliente-e-competenza-sono-i-nostri-valori\/","title":{"rendered":"\u201cCustomer focus and expertise are our values\u201d"},"content":{"rendered":"

Let\u2019s continue our journey through the people of Giardina Group<\/strong>. Today, we bring you an interview with Michela Bonacasa<\/strong>, Spare Parts & Sales Back Office<\/strong> for the group.<\/h3>\n

A career at Giardina Group<\/strong> that began in 1994<\/strong> and continues to this day. Always in contact with customers, from the after-sales office to the sales administration office, maintaining a direct and daily relationship with the market. Let\u2019s introduce you to the people of Giardina Group<\/strong>, the faces and voices that have been ensuring the success of our group over the years. We interviewed Michela Bonacasa<\/strong>, Spare Parts & Sales Back Office<\/strong>, who oversees many key markets: Switzerland, Italy, France, Austria, England, Portugal, Spain, Sweden, Finland, Norway, Croatia, Romania, Turkey, Egypt, Pakistan, India, Malaysia, China, and Korea<\/strong>.<\/p>\n

\"\"<\/p>\n

\u201cI am very attached to <\/em>Giardina Group<\/em><\/strong>,<\/em>\u201d she tells us, \u201ca place that is not just a workplace but a second home. From <\/em>1994<\/em><\/strong> to today, I have witnessed the entire recent history of the group, its renewal, and the innovations introduced over the years that have allowed us to continue growing. The common thread in my experience at <\/em>Giardina Group<\/em><\/strong> is the relationship with customers, from the after-sales office to sales administration, spare parts, and support.\u201d<\/em><\/p>\n

Is it challenging to interact with such diverse markets and countries?<\/strong> \u201cChallenging, no, but certainly not simple. It requires great flexibility and the ability to adapt one\u2019s approach depending on the interlocutor. All markets and countries demand and expect high-quality service and products, but clearly, the \u2018human\u2019 approach and communication style differ. Each country, each customer, and each of our agents or dealers has their own way of working and engaging. The challenge is always finding the best solution. My contact with customers and agents begins with sending the commercial offer and continues into the after-sales phase. This phase is very delicate because it often involves interacting with customers during their moment of need\u2014perhaps for a spare part or a technical issue. It requires great responsiveness and understanding. We know that how we manage requests, our speed, and our ability to resolve problems significantly impact the company\u2019s success. Knowing that they have a reliable manufacturer capable of meeting all needs is one of the main reasons our customers continue to choose us. We have technicians and contacts in all markets, ensuring rapid responses. Sometimes a remote approach suffices; other times, our technician needs to intervene in person. What we guarantee is the fastest possible response. I\u2019d say that speed and competence are two qualities we certainly possess.\u201d<\/em><\/p>\n

What are the most frequent requests you receive?<\/strong> \u201cIn terms of products and spare parts, consumables such as blades, filters, rollers, and conveyor paper are the most requested. In recent years, we\u2019ve also received many electronic requests, particularly for retrofitting, to keep our customers\u2019 technologies updated, especially software. There have been many technological advancements, and we\u2019re always very proactive.\u201d<\/em><\/p>\n

Speaking of evolution, we\u2019ve transitioned from an analog world to a digital one. Has the way you work changed?<\/strong> \u201cOn a human level, I\u2019d say no; on the level of tools, technologies, and pace, definitely yes. In recent years, many technologies have been introduced that have sped up the work of the back office and technicians. To give a concrete example, in the past, when a customer needed us, it was almost \u2018mandatory\u2019 for a technician to go out. Today, with messaging apps and video capabilities, it\u2019s easier to identify problems and quickly determine whether they can be resolved remotely or if the technician needs to go on-site. This is a significant advantage in terms of production and support, as it ensures a faster response and almost real-time resolution, further improving how emergencies are handled.<\/em><\/p>\n

Customer interaction itself has also evolved; today, it\u2019s more direct. We\u2019ve also seen changes in events and trade shows. Especially after <\/em>COVID<\/em><\/strong>, we\u2019ve noticed that events like open houses and inviting delegations of customers have become more significant. We have a dedicated structure, the <\/em>Giampiero Mauri Innovation Center<\/em><\/strong>, which is a strategic hub for us. Has this evolution been positive? Definitely, yes.\u201d<\/em><\/p>\n

Such direct contact with customers and agents gives you a unique perspective. Which markets do you find most active?<\/strong> \u201cAmong the markets I personally oversee, I\u2019d mention <\/em>Eastern Europe<\/em><\/strong> and <\/em>Turkey<\/em><\/strong>. These are markets where we\u2019re working intensively and receiving very positive feedback, leaving excellent prospects: in <\/em>Turkey<\/em><\/strong>, we\u2019ve completed significant orders with our partners at <\/em>Fabromak<\/em><\/strong>, and also in <\/em>Croatia<\/em><\/strong> and <\/em>Romania<\/em><\/strong>, where we have a very fruitful collaboration with our partners at <\/em>Wood Expert<\/em><\/strong>.\u201d<\/em><\/p>\n

What values do customers associate with Giardina Group?<\/strong> \u201cAttention to detail, to our customers\u2019 needs, and the transparency with which we approach requirements and sales. Our customers know that <\/em>Giardina Group\u2019s<\/em><\/strong> goal is to find the ideal solution for them, not for us. Having so many customers who choose and re-choose <\/em>Giardina Group<\/em><\/strong> is not only a source of pride but also proof that we\u2019re doing things right.\u201d<\/em><\/p>\n

To conclude, what three words come to mind when you think of Giardina Group?<\/strong> \u201cEfficiency, quality, cohesion. Efficiency, for our ability to always find the right solution for our customers\u2019 needs. Quality, because the solutions we offer are always high-level. Cohesion, because we\u2019re a united group, always working toward a common goal. This cohesion and unity of purpose are noticeable.\u201d<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Let\u2019s continue our journey through the people of Giardina Group. Today, we bring you an interview with Michela Bonacasa, Spare Parts & Sales Back Office for the group. A career […]<\/p>\n","protected":false},"author":717,"featured_media":7761,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[296],"tags":[],"class_list":["post-9178","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-face-to-face"],"acf":[],"yoast_head":"\n\u201cCustomer focus and expertise are our values\u201d - Giardina Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.giardinagroup.com\/fr\/attenzione-al-cliente-e-competenza-sono-i-nostri-valori\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u201cCustomer focus and expertise are our values\u201d - Giardina Group\" \/>\n<meta property=\"og:description\" content=\"Let\u2019s continue our journey through the people of Giardina Group. 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