Grundfos SmArt Serv app simplifies customer service support

Danish pump manufacturer Grundfos launched SmArt Serv mobile in the Philippines to enable its customers — consumer and enterprise — better manage their water management infrastructure. Using the app is aimed at driving efficiency among businesses in providing services to customers.

“I’m proud to say that we are the first pump manufacturer that launched an app like this,” said Nicolai Thrane, regional service director, Asia Pacific, Grundfos. “The app is designed to enhance the customer experience.”

Grundfos started to introduce solutions to sourcing groundwater and water distribution in the Philippines through an exclusive distributor in Manila in 1987. Grundfos Pumps Philippines is located in Metro Manila and has a branch in Davao.

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SmArt Serv is meant to cut through the seemingly endless process of going back and forth to different stakeholders in addressing a single customer support request. When customer service receives a request through the app, it opens different digital communication channels and the request is immediately relayed to the concerned engineer or technical people.

As soon as the problem is addressed, the app will request for a rating. Thrane explained that the feedback is used to further enhance the Grundfos whether it is due to response time or the quality of the service.

It is much easier for those who use digital pumps because the service provider can even look at fixing the problem online through remote assistance almost as soon as the problem is determined while a service engineer is dispatched on the site.

Customer feedback

“The app will have details that will determine what kind of service is needed,” Thrane said. “Is it a normal service job, or is it a warranty job? It will also indicate important information such as date of purchase which is valuable to determine the type of assistance the customer needs.”

“The SmArt Serv app is the result of listening to our customers and through this app we will provide next-generation user experience, which is personalized, interconnected, fast and seamless,” said Thrane. “We take pride in building pumps and systems of outstanding quality and we want to complement this with truly responsive customer service. Customer satisfaction is important to us at Grundfos and we hope to deliver better services, achieve higher service performance, and provide additional support to our customers through this app.”

Since the rollout in India in 2018, the SmArt Serv already has over 40,000 users.

Smart Serv is available and free to download on iOS, Android and can also be installed on Windows and desktop computers.