International customers are served from Porvoo

12.9.2024 Outi

What is good customer service made of? If you ask artificial intelligence, it is, among other things, professionalism, friendliness, efficiency and solution-oriented. Clear communication and understanding the customer’s needs are also important. These features can be found at Enervent Zehnder’s office in Porvoo, Finland where Alexandra Lönnroth and Tira Grönlund serve not only domestic but also European customers and partners in ventilation matters.

Alexandra has originally joined the company already in 2009. After a couple of years away, she has been advising and helping familiar and new customers since last year. Tira has been part of the Enervent Zehnder team for three years.

The customer service team supports not only customers but also colleagues

For Alexandra and Tira, there is no normal working day, every day is a little different. The job description of both includes sales support functions, i.e. customer service, processing orders and offers, and responding to contacts. In addition, Alexandra does various marketing tasks part of the time, produces materials for sale and maintains content in different channels. Correspondingly, in addition to sales, Tira also assists the finance department in, for example, invoicing ambiguities. She also works as a SAP support person. Both agree that the work is just the right amount of variety and the days go by quickly.

The beginning of the year has been busy for several reasons. In the spring, the entire group’s common enterprise control system was put into use, and at the same time, the brand renewal to Zehnder Group is underway, which can be seen for customers in, among other things, the markings and packaging of the devices. In addition, two cooler units have been released as novelty products over the past year, which have aroused the interest of customers.

According to Alexandra, various exceptional situations are quickly visible in the everyday life of customer service.

– A normal customer service work day includes entering orders into the enterprise resource planning system, maintaining the online store and generally controlling the entire operating process. For example, an occasional component shortage is also immediately apparent for us, when the promised delivery times for ventilation equipment are delayed. In any case, we are always in contact with production and warehouse regarding delivery inquiries.

The technical support staff are also an important partner for the customer service team when sorting out tricky problems. They know the unit models inside out and they can quickly find a solution to all the questions customers have.

Where do the contacts come from?

– Customer service receives the most contacts from business and consumer customers in Finland and Sweden. We are also in contact with Norwegian customers from time to time, even though we have an own sales company called Exvent in Norway. In addition, we receive messages from Central Europe, for example Germany and France. Sometimes we need the help of a translation program when figuring them out. Of course, we also serve our own resellers in different countries, says Tira.

Alexandra and Tira agree on one thing in particular. The best thing about their work is the colleagues at Enervent Zehnder and the relaxed work atmosphere. In addition, wonderful feedback and messages from customers warm the minds of the customer service team in the middle of the rush.

You can meet our customer service team at the Finnbuild fair in October in Helsinki. Welcome to our fair stand 6 d 48.

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Energy efficiency, quality and world-class design

11.9.2024 Outi

Zehnder Group was established in 1895. Today the company is manufacturing products and systems for heating, cooling, ventilation, and indoor air cleaning. Along with energy efficiency, the company’s product development is guided by stylish design.

The name of this Swiss family-owned company may not yet be familiar in the Nordic countries but many of its product brands are well-known in the international market, with some even achieving iconic status. Zehnder Group develops and manufactures its products in 14 of its own factories and sells them in more than 70 countries. Enervent Zehnder became part of the group six years ago.

Andrei Leventcov has been working in Enervent Zehnder’s export sales for over 10 years and he is currently a member of Zehnder’s international sales team.

– Enervent Zehnder is the expert when it comes to ventilation solutions in the Nordic climate. However, there are four different product lines in Zehnder Group, with ventilation being just one of them.

In addition to providing comfortable indoor ventilation, Group offers decorative radiators, heating and cooling ceilings as well as industrial air cleaning systems.

– Other Zehnder products are also gaining a stronger foothold in the Nordic markets, Leventcov says.

Three special strengths

We asked Andrei Leventcov what distinguishes Zehnder’s products from others on the market.

– I would say there are three core strengths. Firstly, Zehnder invests heavily in R&D. The company’s product development is driven by energy efficiency but, as a second point, Zehnder has brought in world-class designers to assist in the process. As a result, there are premium products that cater to more discerning tastes and for properties where interior design plays a key role in decision-making. The third strength is quality control and the related processes, which are exceptional.

According to Leventcov, Group takes pride in ensuring that all products are flawlessly working when they leave any factory. The same Zehnder standards apply to all factories, regardless of the country in which they are located.

Can a radiator be a piece of art?

Andrei Leventcov points out that there are cultural differences concerning which products are popular and why.

– In Finland, Sweden, and Norway, we often have floor heating in bathrooms, which means there is no need for towel radiators. However, these are very popular in many other European countries. A towel radiator in the bathroom can bring extra comfort and serve as a design element.

He notes that the same applies to radiators in general. In the Nordic countries, radiators are often rather simple and mostly white. In other words, they are practical but not particularly decorative.

– Probably the best-known Zehnder product is the iconic tubular design radiator Charleston, developed in the 1930s. It is a market leader and is available in various sizes and colors. Furthermore, Zehnder’s Arteplano radiators are like real pieces of unique art.

– When you become familiar with the products and various brands, you start to notice them everywhere. For instance, Charleston radiators can be found at the recently renovated Helsinki Airport.

Are you interested in knowing more about Zehnder’s products? You can contact Andrei Leventcov at andrei.leventcov@zehndergroup.com.

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When better indoor climate is the primary target

3.9.2024 Outi

Exvent’s authorized contractor, Energima, has grown into a leading indoor climate and energy efficiency group in Norway, focusing on service contracts and long-term customer relations. We interviewed Sebastian Bruhn from Energima Bolig Service about their secret to success in the market.

Founded in 2003, Energima’s driving force has always been to deliver the market’s best solutions. Undoubtedly, this strategy has been very successful as the Energima Group consists of a total of 40 companies today. One of these is Energima Bolig Service, which specializes in heating, ventilation, and cooling services for residential buildings and housing associations.

– We have specialised companies doing new construction/renovations and service in the Energima Group. It is obvious that staff need different skills in the service business than at construction sites. When working in the service sector, you must be also creative, and capable of solving various problems for building owners, says Sebastian Bruhn, Service Engineer for Energima Bolig Service.

Good value for money

Sebastian Bruhn reminds us that in Norway, since 2010, it has been stipulated by law that all new apartments must have ventilation. The same applies when an older apartment is fully renovated. This has naturally affected the whole building services market. Nowadays, as summers are getting warmer, there is also a growing interest in cooling systems.

– We have cooperated with Exvent and Enervent Zehnder for approximately 10 years. They have outstanding service, so it’s really been an easy choice for us. Additionally, Exvent’s products are more premium than many others in the market. We want to provide our own customers with the best service and best products, not necessarily the cheapest price. I would rather call it good value for money.

According to Sebastian Bruhn Exvent has a no-nonsense and realistic approach when it comes to testing and certification of the units.

– We know we can trust the promises made by Exvent about their own products. This is extremely important to us as a professional customer. For us, it is also important to know that if something goes wrong, you get quick help from the manufacturer. With such a of partner, we do not need to argue with our customers. Happy customers are, after all, the common goal for all of us.

The finishing touch matters

Exvent’s units have a rotating heat exchanger, which is the most energy-efficient technology on the market. In addition to high heat recovery, the devices also provide cooling recovery in the summer. How important is this in Norway?

– Of course, technology matters. Still, I think it is the overall experience that sets products apart. It is the quality of the product that matters most to Norwegian customers, along with longevity. Exvent’s units have thick plating and better insulation. The products are manufactured in Finland, which is naturally an advantage.

And finally. What is the secret of Energima’s success?

– Our people. We take care of our employees. We have a flat structure where everyone is treated equally. That’s how the best customer service is created, confirms Sebastian Bruhn.