Team Talk: FEIG Electronics’ Approach to Customer Success

Feig Electronics

Team Customer Service Blog

In a special episode of the Identify podcast, powered by FEIG Electronics, team members from across the organization, including Christian Hahn, Director of Business Development; Klaus Schoeke, Vice President of Technical Sales; Sascha Brueck, Field Applications Engineer; Jason Warschauer, Director of Technical Solutions; Felipe Pulgarin, Key Accounts Manager; and Debbie Greenway, Executive Vice President of FEIG Electronics, gathered to join host Justin Starbird in an insightful conversation. Together, they shared their perspectives, anecdotes, and the distinctive methods employed by FEIG when approaching new customers, implementing innovative solutions, and tackling troubleshooting challenges.

Meeting Customers: Building Trust and Understanding Needs

Christian Hahn, Director of Business Development, kicked off the conversation by highlighting the importance of establishing trust and credibility with customers. At FEIG, the team establishes a strong foundation with customers by listening, understanding their current situation, and identifying their specific goals and pain points. Customers come from an array of diverse backgrounds, ranging from those with no RFID experience to those transitioning from barcodes. The team highlighted the importance of treating each engagement as a unique opportunity to learn and tailor solutions.

Implementation Process: Tailoring Solutions to Customer Needs

Sascha Brueck, Field Applications Engineer, shed light on the implementation process. After collecting all crucial information about the customer’s application, the team focuses on designing a feasible hardware solution. Site surveys play an important role here, aiding in choosing the right reader and antennas, as well as the ability to assist customers with software development using FEIG’s APIs.

Felipe Pulgarin, Key Accounts Manager, adds insights about introducing integrated partners to customers, emphasizing the scalability of RFID solutions. Check out “Unveiling the Power of Partnerships: A Deep Dive into FEIG Electronics’ Collaborative Approach,” a second blog from this exclusive sit-down featuring insights, experiences, and the approach FEIG employs in fostering partnerships that pave the way to success.

Choosing the Right Partner: Ensuring Comprehensive Solutions

Debbie Greenway, Executive Vice President, discussed FEIG’s role as a hardware provider, emphasizing collaborative efforts with partners to deliver holistic solutions. She highlighted the crucial factor of choosing the right partner tailored to the customer’s specific needs, be it software, tags, or integration services.

FEIG’s network of partners is carefully vetted to ensure not only quality but that they also align with FEIG’s customer-focused principles.

Customer Service: A Key Pillar of FEIG’s Success

Debbie underlines the customer-centric approach at FEIG, emphasizing the company’s commitment to making RFID a positive experience for customers, regardless of their familiarity with the technology. The entire team expresses the pride they take in providing excellent customer service, from offering prompt responses to requests for pricing and parts availability to assisting with product installations and implementation.

Looking Ahead to 2024: Exciting Developments in RFID

As the conversation turned to the future, Klaus Schoeke, Vice President of Technical Sales, reflected on the increasing integration of RFID in consumer applications, such as passports, contactless payments, building access, and parking lot access. Jason added his excitement about new products in FEIG’s portfolio, including antennas, HF readers, and updated wireless and Bluetooth capabilities.

The team eagerly looks forward to the expansion of RFID applications across various markets, such as healthcare and rail transit. They express enthusiasm for ongoing developments in both software and hardware, anticipating exciting projects and a positive trajectory for RFID technology. With their collective expertise, customer-centric approach, and dedication to continuous improvement, FEIG Electronics solidifies its position as a dependable RFID partner.

Listen to the entire sit-down with the team here.