Local teams also ensure that Peikko’s customers are served in their local language, and, if needed, on-site. Inviting a customer engineer over to take a look helps them to see the big picture and also builds relations with Peikko’s customers. When a site visit is not possible or needed, the technology allows for detailed and accurate information sharing thanks to mobile networks, high-quality phone cameras, and digital databases. Cloud-based software and shared models make daily work easier.
“We learn from our customers. Each case and feedback helps us improve our work, and often we find small errors or mishaps in our manuals or software which may may not have been found otherwise. It is rewarding to meet our customers and learn about their challenges and projects, while it also boosts our product development,” explained Tonja Tynys, Customer Engineering Manager at Peikko Finland.
Speed and support
Questions and cases vary from simple one-sentence replies to longer projects where contact with the customer is maintained for days or even weeks. Customer Engineering teams aim to help Peikko’s customers eventually use the tools and software themselves so that they can work more independently in future cases. The team gives design examples and calculations and teaches best practices. Customer Engineering teams also support Peikko internally in more complex cases.
Peikko’s Customer Engineering can be contacted via email or website form, but in many cases a customer already knows a contact person. Practices vary by country and market, and so does the level and type of support. Peikko’s Customer Engineering is a team that is there for the customers, and its work is adapted by the needs of a given country or market.
“Speed is essential. Our goal is to respond within 24 hours – if we don’t have a solution yet, we say so to the customer and continue working on the case. In the most urgent cases, the designer is in the middle of a project design, or a construction site has stopped because of a problematic installation. If we are not able to offer immediate help in the most urgent issues, our customers will not choose Peikko again. But when we take charge rapidly and solve the problem, it is truly appreciated,” says Customer Engineer Markko Liblik.
Tynys added: “If it wasn’t for Customer Engineering, we at Peikko would eventually have fewer customers. We are the ones contacted when something goes wrong or challenges occur. We try to help even if the problem is not caused by Peikko’s product or mistake. One of our customers once said: “You ain’t the cheapest player in the market, but in front of any problems, you are the best.”
The most common cases/questions Customer Engineering encounters:
- Technical manuals: How to interpret the manual?
- Project design: Which items meet my needs best? How can I calculate and dimension them?
- On-site work: What to do when something doesn’t go as planned?
- Standard products: Can they be modified to meet the project needs? What do these changes affect? How to design and install non-standard products?
Peikko’s Customer Engineers are problem-solvers who step in when off-the-shelf solutions are no longer viable. Their task is to clear the ground and offer innovative and efficient alternatives that keep projects moving forward. With a solution-oriented mindset and commitment to efficiency, they contribute to the common success of Peikko and its customers.
Challenge us, and we will support you with your project designs, showcasing our commitment to providing solutions that not only meet but exceed your expectations.
This article has been originally published in Connections 2025 customer magazine. You can find more Peikko's customer magazines here: Connections customer magazine