Experts' Corner

Espresso Insights: Three questions over coffee with Jesper Hansen, Head of Aftermarket, JENSEN-GROUP

1. Jesper, what does good customer service mean to JENSEN today?

Good customer service means being close to the customer with fast, proactive, and reliable support. It’s about transparent communication, technical expertise, and providing digital self-service tools like our webshop and customer portal. Our experienced team on site, factory-trained technicians, and professional helpdesk ensure laundries receive quick, competent support around the clock. We pride ourselves on our service technicians, who are true brand ambassadors, creating lasting positive impressions long after the initial sales contact.

2. How is JENSEN leveraging digital tools to improve service and support for laundries?

Digitalization is key to efficient service today. Our 24/7 customer portal and 24/7 webshop let customers order original spare parts quickly and manage their machines more efficiently. The portal offers quick access to technical documentation, order records, and service history, helping laundries stay organized and resolve issues faster in collaboration with our helpdesk. The webshop ensures reliable availability of original spare parts, while the JENSEN app makes ordering even more convenient, allowing customers to place orders or check part details anytime, from anywhere.

Our machines also communicate maintenance needs directly, guiding customers through troubleshooting. Remote maintenance capabilities and training modules from the JENSEN Academy reduce downtime and make expert knowledge accessible without needing a technician on-site. By using these digital tools, we help our customers optimize performance, increase uptime, and remain operational, even when skilled personnel are limited.

3. Looking ahead, how does JENSEN prepare for future challenges in service and workforce?

We invest heavily in training and retaining motivated employees through the JENSEN Academy and continuous development programs. We recognize each technician’s individual needs and offer flexible work arrangements. Modern technologies support our team to handle advanced solutions efficiently. Our goal is to maintain a strong, competent workforce ready to deliver outstanding service, while continually expanding digital self-service options based on customer feedback. This dual focus on people and technology ensures we keep our promise: “The customer comes first.”

Thank you, Jesper, for your valuable insights!