The feedback we receive from both users of our devices and our Nordic service partners is valuable and we also use it to further develop our products. As a prime example of this, we will be launching an add-on for the Pinion ventilation unit at the beginning of the year.

One of the Pinion’s praised features is the convenient option to install the unit above the stove in the kitchen instead of a cabinet. It can then either be separate or connected to a cooker hood.

– However, with the top connected Pinion, there has been a desire to solve the problem of installing the ventilation ductwork horizontally after the unit. The Connection box, which will be launched next year, will provide the answer to this, says Mikael Karlsson, who is responsible for Enervent Zehnder’s product development.

Connection box brings flexibility to installation

The additional component installed on top of the ventilation unit also solves another practical challenge. Usually, the installation of Pinion requires that the ducts are routed in different directions. Since the outputs might be routed crosswise, it takes extra time from the installer. In the Connection box, the outputs and duct controls are compactly ready “in the same package”. This makes the installation work considerably easier and shortens the time required for the work.

The compact Enervent Pinion has been a favorite choice for ventilation units in small apartment and terraced houses for a decade. It is also an excellent solution for other small-sized projects where ventilation of the premises is to be carried out with de-centralized ventilation units.

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.

The climate is getting warmer and, according to forecasts, summers will be warmer and wetter in the Nordics as well. At the same time, the change in living requirements has shaped our perceptions of a pleasant indoor environment. Ventilation designers have quite a difficult task on their desk. How do you ensure that the ventilation units work according to the users’ wishes, even under changing conditions? Enervent Zehnder has a suitable solution ready for this.

In addition to stricter EU regulations, construction engineering plans are also increasingly affected by climate change. In hot and humid climates, the ventilation units are expected to be able to remove moisture from the indoor air, among other things. The challenge is relatively new in northern latitudes.

An innovation developed for export can be used in the domestic market

– We already have a ready-made solution. The moisture transfer function of the rotating heat exchangers in our ventilation units can be used to dry the indoor air. Ventilation units equipped with the patented TwinCoil function have ventilation, heating, cooling and dehumidification in one and the same package. And even controlled with our own control automation, says Ronni Laaksonen, who is responsible for Enervent Zehnder’s sales.

– The innovation was developed at our factory in Porvoo by our own R&D team a decade ago. A new feature was needed for the tropical climate zone of the Southeast Asian export market. The first customers were in Hong Kong and domestic demand has only recently really taken off.

Who should choose a unit equipped with the TwinCoil solution?

Currently, the dehumidification solution is available for three different unit models of different sizes (Pallas, Pegasos and Pelican).

– Temperatures have traditionally been measured in Finland. The humidity in the indoor air has not even been monitored in the same way. A device equipped with TwinCoil is an excellent alternative for e.g. stores where cold surfaces are not allowed to fog. In addition, the solution is suitable for commercial premises and office premises where special requirements are placed on the temperature and humidity of the indoor air.

– We have also installed units equipped with the solution in large, detached houses and holiday apartments. Compared to separately installed air source heat pumps, dehumidification with heat exchangers is cost-effective. Under ideal conditions, it is practically free, reminds Ronni Laaksonen.

The TwinCoil solution is available for models with an air volume range of 360-2800 m³/h. The system is controlled with the units’ own eAir control automation and monitoring can be connected to the most common building automation applications. For more information: andrei.leventcov@enervent.com.