Customer Service
First Quality
13.05.2018|Metalloobrabotka 2018

DMG MORI launches the second phase of its service campaign

Customer First 2.0 and other LifeCycle services from DMG MORI increase utilization rates and productivity.

  • Faster support: Spare parts availability from the local stock at Ulyanovsk MT
  • World-class spindle service: 96 % spindle availability
  • New service prices: All-inclusive price instead of travel costs and best-price guarantee on all spare parts
  • DMG MORI Service Plus: reliable production with our protection shield for maximum machine availability.

The LifeCycle services are one of DMG MORI’s most important pillars of its strategy for the future. Already in 2016, DMG MORI pledged a clear commitment to their customers with its “Customer First 1.0” and five service promises. “Customer First 2.0” now expands this service commitment. In the area of service, the intensive increase in personnel has increased the availability and quality of the field service.

Core element of sustainable differentiation

“Service is one of the extremely sensitive touchpoints”, Dr. Maurice Eschweiler of the Executive Board of Industrial Services of DMG MORI AKTIENGESELLSCHAFT reports. That is why we listened carefully to what the customers said and initiated “Customer First” as a targeted action to improve service for the long term – real as well as digital.

With “Customer First 2.0”, DMG MORI has started the comprehensive second phase of its service campaign. The availability of service and the option of digitalisation have also come to the fore.

1,000 new high-tech machines per month

Customer First
By increasing the number of service experts considerably, availability and quality of field service will be optimized.

Improving the availability of its service is a top priority for DMG MORI. Achieving this represents a great challenge in these times of dynamic growth. After all, there are more than 300,000 DMG MORI machines hard at work permanently around the globe – many of these for over 10 years. And this installed base is increasing month by month by around 1,000 new high-tech machines.

Additional capacity for more quality and faster reaction times

DMG MORI has successively increased the number of its service experts in-house and in the field. More than 3,500 service employees now work at DMG MORI. Already by the end of the second quarter of 2018, around 200 additional service technicians will provide their support to the team. At the same time DMG MORI has enormously expanded internal training and advanced training activities in order to even better meet the high demands of the product range and of technology.


Spindle service at a world class level

Spindle repair
Spindle repair and assembly at Ulyanovsk MT.

“The spindle is the heart of the machine”, knows Dr. Eschweiler and is convinced that DMG MORI will continue to offer service here at a world class level. He is therefore proud to point out service stocks of more than 1,000 spindles. At least 96 percent of all spindles are therefore available almost overnight and on their way to customers in the shortest possible time. Additionally, DMG MORI offers a local spindle repair at Ulyanovsk MT:

  • Highly qualified and fast spindle inspection and repair within five days.
  • 12 months warranty for spindle repair

Together with the Customer First 2.0 initiative with low service costs – thanks to a best-price guarantee on spare parts – and the new flat call-out rates, the full-service contracts and especially the further development in the area of digitalisation, Dr. Eschweiler considers service at DMG MORI to be well on its way to fulfilling their own and, above all, the customers’ high expectations without any exceptions.

The spare part stock for locally produced machines established at Ulyanovsk MT also ensures the DMG MORI highest quality of service providing the following benefits to the customers:

  • Shortest delivery times of spare parts for locally produced machines to the customers in Russia.
  • Regular analyses of customers’ needs help to optimize the stock.
  • Permanent availability of maintenance kits.
  • Fixed prices in rubles, no exchange rate risks


MASTER spindle series with 36 month warranty

36 month warranty on all MASTER spindles
DMG MORI provides a 36 month warranty on all MASTER spindles – without any hourly limit.

Concerning the MASTER spindle series, DMG MORI gives an adequate answer to the requirements of the market. Uniting all of DMG MORI’s expertise, the successful motor spindles are highly reliable and have a significantly longer lifecycle compared to conventional spindles. This is the reason DMG MORI provides a 36 month warranty on the spindles in this series – without any hourly limit.

Contact us for all issues related to the DMG MORI technical press.

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