SERVICE – Excellent in every relationship

At Schiedel, service is more than just a friendly voice on the phone or a nice “add-on” to the product being sold. Rather, our understanding of service is firmly linked to a strong demand for excellence in all areas. Service is an integral part of the overall Schiedel package, we offer to our partners, customers, suppliers, home owners and employees. We aim to continue to build and maintain these relationships.

service

See what Schiedel can do for you

At Schiedel, service is more than just a friendly voice on the phone or a nice “add-on” to the product being sold. Rather, our understanding of service is firmly linked to a strong demand for excellence in all areas. Service is an integral part of the overall Schiedel package, we offer to our partners, customers, suppliers, home owners and employees. We aim to continue to build and maintain these relationships.

The answer to many questions – Our service pillars

So many questions and highly sensitive topics relating to service require a structured approach. That is why we have developed a service concept that is supported by four pillars: support, training, logistics and technology.

Support

The first of our service pillars looks at supporting our target groups in day to day operations. Both professionals and end customers will find an array of tools at their disposal for the practical application of our products. They also have access to valuable background knowledge that makes it easier to choose the right system or product.

Training

The second pillar focuses on imparting know-how that enables our partners and customers to expand their knowledge. We conduct different types of training and cater to the needs of our customers. The professional empowerment of our stakeholders support in introducing our innovative technologies which can be applied.

Logistics

We call the third service pillar “Logistics”. This area includes – in the classic sense – our efforts to increase on-time delivery. As part of our service concept, we take the processes behind the term logistics a little broader. We support our customers with delivery on site, special requests, etc. We understand this to mean the coordination of customer contacts.

Technology

The most massive change in the service landscape is the increasing digitalization of service. Technology is the fourth pillar of our service concept. At Schiedel we continuously look at improving the overall customer experience. This has led us to introduce some unique tools for our customers such the BIM library for Architects or the Inspirator to visualise stoves.

Support

Our goal is to provide support to our customers and partners. We offer various services under this category. Many can be accessed both online and offline.

Our sales and service departments will be happy to advise you on our chimney and stove systems, and various possible solutions. It doesn’t matter which phase you are in. We can offer:

Training courses

We know it is important to provide our customers and partners with the information they need about our products and to help them update their skills when installing our products. That’s why we offer different types of training, conducted in different ways – both online and offline.

  • Face-to-face training
    As a HETAS approved training centre, classroom training by our engineers is still a focus for Schiedel. Installers for stove systems, chimney sweeps, our external service partners, construction teams for houses or planners and architects receive extensive training directly on site or in our factories.
  • Product briefing
    Whether by an online seminar, phone or on site – our experts will instruct you on our product and assembly during the assembly. We are here to help.
  • Online webinars
    In addition to our numerous product films, our customers also have the opportunity to take part in webinars. In addition to subject-related topics, you will find information about chimneys, stoves and your ventilation system here.
  • CPD online and offline sessions
    Our sales experts are available to offer CPD sessions remotely or in person. Our experts also create subject-specific and topic-related online training courses for our customers.
  • Video guides
    We have a number of training videos available online, showing in details how to install and maintain domestic and commercial installations.

Logistics

We can always talk about our product quality but it is equally important that we are able to meet your requirements with respect to packaging and delivery. In this section you can read more about our practices.

  • Express delivery
    Do you need your order particularly quickly? Then simply get in touch and we can advise on a quick timescale for urgent projects.
  • Construction site check
    Errors during unloading or damage during delivery – with our construction site check, we systematically check possible problems or any damage that has occurred according to a checklist we have defined beforehand.

Technology

It goes without saying that there is a recent boom in different technologies to help make the overall customer experience much better. At Schiedel we are continuously trying to bring something new & unique which can optimise our customer experience.

  • Online BIM (Building Information Modelling)/CAD library
    Simply download one of our products as a 3D model or PDF from our database and use it for your planning or for quotation requests. You have access to around 4000 components with dimensions and detailed information in almost every output format
  • Installation guides
    In addition to our tools, we also offer numerous information areas on our online platforms, such as our chimney & stove guide. Find out everything about chimneys, stoves and the experience of fire. In addition, you can download declarations of performance, approvals, installation and installation instructions or operating and maintenance instructions directly from our download centre.
  • 3D Apps and Installation Apps
    We have apps designs for installation assistance, as well as augmented reality 3D apps which let you see a stove or a Garden Fireplace in your chosen area.

See what Schiedel can do for you

We are continuously developing our service concept and service delivery for our customers and partners. There are many projects we are currently working on and will soon be introduced. Keep following this page for more updates.

You can also visit our social media channels to see more about our services and how we support our different stakeholders.

If you have any suggestions on how we can improve please use the form below to submit your feedback.

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