Service conference 2016

Passion, expertise and know-how for high-value service

From 20 to 22 September, the General and Service Managers of the leading companies in the Ali Group came together for the annual Service Conference. The event was organised by Matteo Zironi, the Group’s Global After-Sales Director, in the splendid setting of the Carpigiani headquarters in Anzola dell’Emilia, situated amid the lovely hills of Bologna.

Now in its third year, the Service Conference has become a red-letter event, where Ali after-sales leaders come to take stock of the situation. It provides a perfect opportunity for sharing best practices within the Group, and for exchanging ideas and opinions. It is here that, year after year, a brighter, increasingly innovative future is created for after-sales, which is key to the Ali Group’s entire business strategy. “I firmly believe in the importance of sharing and interacting: it’s a constant incentive to improve and it creates a sense of belonging. Here at Ali, we have highly talented people with great expertise who need to share not just their know-how but also, and especially, their passion, for the advancement of all”, says Zironi.

This year, space was also given to innovation, with an in-depth analysis on the hot topic of servitization, one of the top trends in the B2B sector. Professor Tim Baines of Aston Business School, the leading authority on the subject at the international level, spoke on the subject. “Providing excellent service is not just a duty for a company but also an opportunity that has to be seized: our customers now expect far more from our after-sales service and we have to put all we’ve got into keeping them fully satisfied”, continues Matteo Zironi. “It’s an innovative approach to service, and it’s opening up a new era in customer satisfaction and loyalty. However, we have to be proactive: we can’t limit ourselves to just providing technical assistance and spare parts. We need to develop new solutions that help our clients expand their businesses, reduce management costs, and improve efficiency and profitability. Ali companies are on the path to improvement and they are all totally committed to becoming real partners for their clients.”

Lastly, best performance prizes went to the Metos Holland and Moffat teams. “I’m really proud of the excellent results the Group companies have again achieved this year. But we’re only at the beginning of a long journey, which we’ll build together, day by day. I find the involvement and passion of all those here truly exciting. It makes us all feel part of the same family: and it’s this group spirit of ours that sets us apart!” concludes Zironi.