Service & Support

Bruker's Customer Support Innovation

At Bruker, we highly value customer feedback and actively listen and monitor the customer experience to enhance satisfaction.

Welcome to Bruker's Customer Support Innovation!

We are always striving to improve our services to provide you with the best possible experience. Your feedback is essential in helping us evaluate gaps and take necessary actions to enhance your experience with us.

We continuously monitor your feedback to ensure you have a satisfying experience and make the most of your Bruker instruments. We are committed to advancing our support to meet your needs and making these improvements available as quickly as possible. Your trust in Bruker is important to us, and we are excited to share some of our key initiatives with you:

Communication:

Increased transparency through increased points of communication
Automated follow-up on open cases to avoid missing important communication
Implementation of various communication options, such as shipment tracking numbers

Parts Availability:

Service parts fast channel
Critical parts sourcing
Extension of the global loaner pool

Service Appointments:

Global growth in team size
Global and regional optimized service planning
Customer success team for site and installation planning
Proactive scheduling of maintenance appointments

Staff Expertise:

Proactive Knowledge Gain Initiative
Training Center Extension
Structured Knowledge transfer from Specialists & Senior FSEs

Repair Process:

Use of DocuSign RMA and Return Manager for return process
Return Center
Workflow improvements
Local repair center extension and enablement in US, FR, and DE
Constant improvement in logistical support
Investment in additional staff

How satisfied are you overall with the Onsite Service experience?

We would like to thank you for your contribution and encourage you to continue sharing your opinions with us. To provide transparency, we will be sharing some of the results from our service questionnaires from the first semester of 2024.

We are happy to receive very positive customer feedback and very good overall customer satisfaction so far, and we are motivated to continue providing you with passionate and professional services. However, we acknowledge that there are still obstacles to overcome, such as the lack of staff, which affects the timeliness and availability of our service staff.
Despite these challenges, we are grateful for our awesome team. They are always professional, passionate, and dedicated to providing you with the best possible service.

Your feedback makes the difference

We value your thoughts and appreciate your contribution to our improvement program. As of 2024, for every answer to our surveys, we donate CHF 10.- to the non-profit organization Save the Children. This organization supports children in precarious life situations around the world.

Thanks to your valuable support, we were able to donate a low 4-digit sum to the organization in Q1 2024. This amount helps to for example set up a child-friendly space in Ethiopia that offers displaced children a safe and supervised place to learn and play.

A Save the Children employee in a child-friendly space in Ethiopia, which provides an important refuge for children

Thank you for your continued support; we are committed to improving our services to meet your needs.
If you would like to leave a comment or have any questions, please contact brukercustomersat@bruker.com.

We look forward to your continued feedback.

Your Bruker Customer Experience & Insights Team