{"id":35483,"date":"2024-10-24T16:50:34","date_gmt":"2024-10-24T14:50:34","guid":{"rendered":"https:\/\/www.westcam-group.com\/news\/westcam-support-a-look-behind-the-scenes\/"},"modified":"2025-11-13T16:51:36","modified_gmt":"2025-11-13T15:51:36","slug":"westcam-support-a-look-behind-the-scenes","status":"publish","type":"post","link":"https:\/\/www.westcam-group.com\/en\/news\/westcam-support-a-look-behind-the-scenes\/","title":{"rendered":"WESTCAM Support – A look behind the scenes"},"content":{"rendered":"\n

If you get stuck, that’s where they come in: the WESTCAM support team<\/strong><\/p>\n\n\n\n

What exactly goes on behind the scenes when the phone rings at WESTCAM? We took a look over the shoulders of three members of the WESTCAM support team, representing the entire support team for CAD, data management, simulation, 3D printing, CAM and 3DMetrology. <\/p>\n\n\n\n

In this article, Mario Hinterreiter <\/strong>(3D-Metrology expert), Bernhard Ruetz<\/strong> (CAD expert) and Rainer Weing\u00e4rtner<\/strong> (CAM expert) answer all the questions you have always wanted to ask a support employee.<\/p>\n\n\n\n

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Competent help from experts in the field<\/h2>\n\n\n\n

A special feature of WESTCAM is that all support staff <\/strong>are technical employees from the field <\/strong>who, in addition to providing support, also carry out all other services for the customer, such as on-site installations or training. This means that callers are not dealing with some call center employee on the other side of the world, but directly with a WESTCAM technician and therefore an expert who deals with the software and hardware on a daily basis and is very familiar with it. <\/p>\n\n\n\n

Rainer Weing\u00e4rtner<\/strong> explains: “We employees in the CAM team share the support service so that everyone provides support for a week approximately every six weeks. The fact that we don’t have a pure “support person” makes us more effective because everyone has an overview and is also with the customer.”<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n

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“We in the CAM support team have an average of ten requests a day. As a support employee, that means you’re working at full capacity. Being on support duty means that you usually have another hour in the evening,” <\/strong><\/em>says Rainer Weing\u00e4rtner.<\/p>\n<\/div>\n\n\n\n

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The person behind the support request is important<\/h2>\n\n\n\n

Because the support staff also provide services at the customer’s premises, they often already know the callers. At WESTCAM, someone who contacts support with a problem is not just an anonymous, sequential number, but the person behind it is important: <\/p>\n\n\n\n

“We have close contact with many customers – from training to installation to support, you are often the same technician. When the customer then calls and says “you trained me anyway”, the personal relationship and the customer’s trust are immediately there and you can help them straight away,”<\/em> says Bernhard Ruetz<\/strong>.<\/em> <\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Mit der Hilfe eines kompetenten, professionellen und flexiblen Partners wie WESTCAM ist alles m\u00f6glich! Auch ein Update von Inventor und Vault am 23. Dezember am Abend, w\u00e4hrend alle anderen Kollegen bereits Weihnachten feierten. WESTCAM hat uns bis zum Ende des Updates unterst\u00fctzt, danke sehr!<\/em><\/blockquote>

Augusta Lauria<\/p>

CIO – Chief Information Officer | Schweitzer<\/p><\/div><\/div><\/div>\n\n\n\n

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What does the support cost?<\/h3>\n\n\n\n

The support service is available exclusively for WESTCAM customers<\/strong>. Due to the high workload and because there really are experts from the field at the other end of the line, use of the support service is only free of charge with a booked hotline contract. Without a contract, we charge \u20ac 48 net per quarter of an hour or part thereof. <\/p>\n<\/div>\n<\/div>\n\n\n\n

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Who contacts the support team?<\/h3>\n\n\n\n

Bernhard Ruetz<\/strong> says: “There are certainly customers who call with simple questions. But then there are also customers who are really experts and only call when their hat is on fire. These are problems that they have been working on for eight hours and simply can’t get any further. They often just need a different perspective.”<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n

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What exactly happens when a customer contacts support?<\/h3>\n\n\n\n

If a customer needs help, they can contact the WESTCAM support team either by telephone or by e-mail. The most efficient way is to send a short e-mail to the general support e-mail address<\/strong>. <\/p>\n\n\n\n

Rainer Weing\u00e4rtner<\/strong> says: “If I receive an email with a question and possibly a screenshot, I can look at the problem directly and perhaps even answer the question by email or think it through and then call back.”<\/em><\/p>\n\n\n\n

Mario Hinterreiter<\/strong> also explains: “We have different technicians, not all of whom are always on site: One is with the customer, the other is at a training course… When the support request comes in by email, you can immediately see who has time and respond more quickly.”<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n

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How can support help customers?<\/h2>\n\n\n\n
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No matter how tricky your question is – the WESTCAM support team has helped every caller!<\/p>\n\n\n\n