When machine problems occur, fast action is needed. This is why the Information and Diagnostic Center (IDC) is available 24/7/365 to all W&H customers worldwide. The IDC team can successfully resolve more than 80% of all machine problems via Remote Service from three locations with its comprehensive error analysis. In April 2019, the IDC celebrated its 25th anniversary. "The 26 service technicians in our Information and Diagnostic Center are reachable day and night via our Service Hotline," explains Christian Bronstrup, head of the IDC. A customer can speak directly to an engineer with expertise in his specific machine type via the hotline: "If a customer has a question or a problem, we want to provide him with the best and fastest possible support," says Bronstrup. All IDC engineers have at least five years of experience as field service technicians along with in-depth machine know-how. Around-the-clock availability of the IDC team is guaranteed by the "follow-the-sun" principle: Depending on local time, the customer reach engineers in Germany, India or the USA.
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