2019 marked the start of a reorganisation of sales and service activities in the Nordic countries. This has given our customers a single point of contact for all services and across our entire product portfolio under the strong Bucher Municipal brand – from the initial contact to consulting, sales, training and supporting operations with spare parts and after-sales services. In a clearly structured, systematic process, we identify customers’ specific needs so we can provide them with the solutions that will best suit their business.
In 2019, you initiated the rebranding from J. Hvidtved Larsen and Beam to Bucher Municipal. At the same time, you started building a new sales and service organisation in Denmark. Where do the challenges lie?
“In the Nordic region, our customers know Bucher products under the local sub-brands J. Hvidtved Larsen and Beam. Some have been with us for about 60 years and the local brands are of emotional value. By uniting all the brands under the name of Bucher Municipal, we can offer our customers one point of contact for all their cleaning and clearing needs and access to a nationwide service network.”
How is the new structure being set up?
“Availability of spare parts and services is the key to a good customer experience. It is important that our customers can experience the equipment in person to make sure they get the best solution. To succeed with this, we invest in locations and in building knowledge, with the ultimate aim of strengthening our guidance in solutions and applications. Our customers invest a lot in equipment. It is important to us that they be able to rely on their equipment as the basis of their business, and that they feel comfortable and know they can always count on our support.”
What are the benefits for customers?
“We always discuss our solutions and the customer’s specific requirements in a dialogue. This way, our customers can quickly determine what the best solution is for them – both technologically and financially. With Bucher Municipal, our customers now benefit from having one contact person and a simpler purchasing process for all our cleaning and clearing solutions. This creates clarity in the dialogue and reduces redundancies – all for the benefit of our customers, who experience first-hand that we understand their requirements faster and better.”
“Our relationship with customers is now even more personal.”
Stefan Hendriksen
Sales and service, Nordics
Bucher Municipal
Why are you working with J. Hvidtved Larsen (JHL), a company Bucher acquired in 2016? There are also other suppliers available in the market.
“There are three reasons: the quality of the equipment, the great service, and – very fundamental – the relationship with the people. This is why we have been a customer of JHL for about 60 years. We have tried other suppliers, but we always find ourselves coming back.”
We are currently rebranding. All our solutions will be united under one brand: Bucher Municipal. What does this mean for you?
“We are confident that it won’t change anything for us. As long as the products – which are great – remain of the same quality and we get the same service, we are happy to welcome Bucher Municipal in Denmark. For years, we have been considered an important customer and had a close relationship with the people in the JHL factories, and we hope this will continue in years to come.”
We are the same, and we’ll stay the same. The same products, the same service, and the same contacts.
“This is important for us. We like the personal touch with the people in both sales and service. It is important for us to have a close relationship – not only as companies, but also as individuals. We need people at Bucher Municipal who understand our needs and requirements. This is the reason why we have worked with JHL – now Bucher Municipal – for about 60 years: they know what is happening in the field and how to operate sewer cleaning equipment, and they have vast experience with the challenges, needs and requirements in the industry. Whenever we have an issue with the equipment or we are looking to buy new equipment, we know whom to contact to ensure we stay on the road. That is what matters to us.”
“We like the personal touch with the people in both sales and service. It is important for us to have a close relationship.”
Lykke M. Jensen (middle)
CEO of Leif M. Jensen, contractor
Success story from the 2019 annual report