Backpartner Digital Service Management
Digital service management (DSM) combines classic customer service with modern methods of communication and information processing. Central components are targeted communication and the storage of all relevant data, which can be retrieved at any time, from anywhere, depending on authorization.
Backpartner’s digital service management includes:
Database
All machine data is recorded and retrievable in the DSM database from the time of delivery. In addition, all machine-related processes concerning malfunctions, repairs, updates, and maintenance are recorded over the entire lifetime of the machine. All information can be viewed on the Backpartner service portal. Customers with special service agreements receive a Backpartner Service APP.
Communication
Communication is internet-based, via cell phone, laptop or PC; by e-mail, telephone or via the Backpartner Service APP. All information from the customer about machines, products and of a general nature is stored in the machine order. The customer is informed, for example, about upcoming maintenance, progress in fault processing and spare parts dispatch via the communication channel of his choice.
Transfer of knowledge
DSM provides the customer with interactive training, legal instructions, machine training, either machine-specific (e.g. maintenance instructions or videos) or of a general nature (e.g. HACCP regulations) ready for retrieval.
The Backpartner service portfolio
The Backpartner service offer includes the following services depending on the life phase of the device:
A service agreement during the warranty phase
Extended warranty services
Hotline service (Monday – Saturday; 6 am to 8 pm) with professional ticket system
Full-coverage customer service integrated into Backpartner Digital Service Management
Depending on mesh configuration, remote services for updates and troubleshooting
Spare parts packages (recommended wear and spare parts) and spare parts supply
Scalable maintenance contracts
Take back of old machines / devices
Recurring technician training courses
Product and process optimization as well as support for new product development
Added value for customers
Service agreements for clear rules and cost certainty
High availability and qualified response to fault messages
Complete capture and documentation of faults
Transparent and complete traceability of service operations
More availability and safety for production
Further information
For more information, see our white paper
Bakery machines & bakery supplies
Depending on the area of application, you will find custom-fit bakery machines at Backpartner for both small bakeries and large-scale operations. Furthermore, we can offer you necessary equipment, bakery tools, bakery accessories as well as automation processes. Get a first overview of our solutions for your bakery needs here.
Dough mixers, lifting tippers, portioners & more
The result of dough kneading is reflected in the quality of the final product. First-class kneading is the basis for first-class products. We offer suitable bakery solutions that convince through quality.
Water dosing and Ice water cooling machines
Precise bakery machines for water dosing and temperature adjustment are the prerequisite for consistent doughs with consistently high quality. You should not make any compromises here.
Dough sheeting and laminating machines
Dough band technology in a compact design for bread products of the highest quality or as a multi-function system also for pastries open up new horizons in the bakery. Together we can develop new perspectives.
Bakery accessory: baking trollies, baking trays and forms
Baking pans and trays as bakery supplies are indispensable helpers in the bakery. We attach great importance to quality and are pleased when our customers enjoy our products for many years.
Dough divider, dough former, long and round moulder and other dough make-up machines
Bakery machines for the classic way of bread production is always part of a modern production. If the focus is on high flexibility, maximum hygiene and the best economic efficiency, we are the right partner with our range of products.