Month: February 2020

Hyster Europe is unveiling a new series of general-purpose counterbalance forklifts and warehouse trucks, designed to meet the real-world needs of a wide range of operations.

“The new Hyster® UT series gives businesses more ways to select the right truck for their budget and their needs,” says Rob O’Donoghue, Director Solutions – Europe, Middle East and Africa for Hyster. “When matched with the right application and the right operating volume, businesses will find these trucks straightforward, durable, reliable, and uncomplicated to maintain.”

The UT range responds to a growing market demand for affordably priced trucks that get the job done and are particularly suitable for lower intensity applications. The first available models in the series include H2.0-3.5 UT IC counterbalance lift trucks, with a capacity of up to 3.5 tonnes, the P2.0UT S Platform Pallet Truck and the S1.5UT Pedestrian Stacker. A choice of electric counterbalance lift trucks is also expected to launch in 2020, extending the range further.

Further UT lift trucks and warehouse solutions will be added to the range in 2020. The UT series complements the already proven and popular Hyster® product range, which includes the XT, FT and wide selection of electric lift trucks and warehouse solutions.

“With a comprehensive range of choices, businesses can rely on Hyster® trucks as they change, expand or optimise their operations,” says Rob, explaining that the new series will receive high-quality service, support, back-up and parts through the existing global network of local Hyster® distribution partners.

All trucks in the dependable UT series are built to trusted Hyster® quality standards with both practicality and operator comfort in mind. Made with durable components and designed for ease of self-service and straight-forward maintenance, they also provide reliability and a low Total Cost of Ownership.

“Demanding operations take many forms,” says Rob. “But, from low volume handling in the stock room, to lifting heavy-duty loads in dirty environments, Hyster has the right truck, at the right price, to meet the challenge.”

Hyster recently announced their solutions aimed at saving space in the warehouse.

“Sorry, our entire budget went to excellent customer service.” That’s what the new billboard on TVH’s headquarters in Waregem—looking out on motorway E17—says. The global supplier of parts and accessories for material handling and industrial equipment is known for its witty billboards, that are always designed in-house. But never before has one been this popular on social media. What’s more, it perfectly summarises TVH’s ambition for the coming years: optimising customer experience (CX).

It was with this ambition in mind that TVH established a new division last year: Customer Experience. “This dedicated CX team brings together experts from different fields in order to put CX at the heart of our business,” said Silke Verfaillie, Global CX Manager at TVH. “We’ll be concentrating on e-commerce and digitisation, yet every single employee contributes to an ideal customer experience.”

Customer centricity
TVH has been expanding its customer experience strategy. In 2018, for example, the company launched its worldwide Voice of the Customer (VoC) programme, with which it collects customer feedback and brings its services in line with growing and changing expectations. TVH also carries out monthly customer satisfaction surveys and uses actual customer reviews as a basis for improvement before launching updates and novelties.

“We’ve made the shift from inside-out to outside-in thinking,” Silke Verfaillie elaborated. “We strongly believe that customer value creation, customer orientation and customer experience are the keys to success. On that account, we’re setting expectations right, both ours and—in the interest of transparency—those of our customers.”

E-commerce, digitisation and innovation
TVH is growing its digital team within Customer Experience, which then will further set up a new e-commerce platform and optimise TVH’s online presence. Meanwhile, there will be new features added to the existing customer platform based on customer feedback.

“We want to make the customer journey as smooth as possible,” explained Silke Verfaillie. “Yes, we want to offer a best-in-class webshop through an innovative e-commerce platform, but we’re innovating on many other levels as well. Even just having a Customer Experience division makes us a trendsetter in Belgium.”

CX as the engine of TVH
Clearly, TVH has ambitious plans for this year and beyond. “In order to consolidate CX as the engine of our company, we’re investing in extra colleagues with specific expertise in e-commerce, Voice of the Customer and data, for example,” said Silke Verfaillie. “We’re looking for customer-oriented people that identify with our corporate culture.” See all job openings on www.lift-your-career.com.