Hyundai invests in customer support for Europe

Hyundai is investing in customer support in Europe.
By MJ Woof December 4, 2024 Read time: 3 mins
As part of its reorganisation in Europe, Hyundai will have a new demonstration centre

HD Hyundai Construction Equipment is investing in its customer support operations in Europe. The firm is introducing a revised regional management structure, new uptime and machine customisation centres, and the building of a dedicated product demonstration area. 

This move will improve the ordering process for new machines, reducing lead times and delivering a wider range of customer-specific options. The move will also ensure maximum availability of genuine spare parts and further boost the company’s service and back-up capability.

The firm says it is establishing a matrix organisational structure across its sales and aftermarket operations, to foster a closer partnership with its dealers and customers in each region and to be more in touch with specific regional market requirements. Using cross-functional, cross-business area groups, HD Hyundai will adopt a more collaborative approach to the markets, delivering increased flexibility and accountability, while more efficiently utilising resources and skills across the business.

The new regional matrix will see the creation of five geographical sales and support regions: DACH (Germany, Austria and Switzerland); France/Benelux; UK/Ireland; Italy/Southern Europe; Eastern/Northern Europe.

With this new management structure, the company will boost the contact, collaboration and information exchange between dealers, customers and the manufacturer, allowing faster decision-making. Improved communication and stronger teamwork across multiple functions, will result in a range of innovative new solutions and increased flexibility within the team.

“This new structure will massively enhance our market, dealer and customer connection, allowing faster decision making thanks to an improved understanding of the individual market situation,” said Dr Hubertus Muenster, director of Sales and Marketing at HD Hyundai Construction Equipment Europe.
“It will provide us with a new level of flexibility and accountability, providing our customers with improved communication and support.”

HD Hyundai is building on the success of its EU-CUP machine customisation centre in Antwerp, Belgium. Traditionally, individual excavators and wheel loaders have been shipped to the centre from South Korea with dedicated booms and arms carried separately. The customisation centre then installed the booms and attachments, though the machine remained a stock unit with little flexibility.

Under the new system, HD Hyundai will import standard machines without booms and arms. The front-end attachments will be shipped separately based on market data. As dealers place orders for individual models, the customisation centre will be able to mix and match excavator and loader chassis, with booms, arms and other components, to suit customer orders. This will cut lead times dramatically, allowing dealers to better meet their customer demand, even for less common configurations.

Lastly, HD Hyundai is constructing a purpose-designed demonstration area at its European head office site in Tessenderlo, Belgium. Capable of showing off the company’s rapidly expanding range of equipment, the demonstration area will be available for dealer and customer visits, media events, company training and product launches. Grandstand seating will provide a panoramic view over the 3,300m2 working site, where operators will be able to get to grips with the latest equipment from HD Hyundai.

 

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