Personal customer care

We know our customers and their processes! Based on qualitative ticket analysis combined with our knowledge of sector and technology standards, our individual customer service allows us to show targeted optimization potential that is more than just pure technical recommendations and support in day-to-day business.

We work with you together as a partner in a relationship based on trust.


Dedicated contacts and a fixed core team

Our customers are provided with a dedicated, personal service manager certified according to current ITIL standards. Similarly, on our side a dedicated core team with fixed rules for substitution is provided.


Customer individual service design package

Together with your service manager we define and document your individually designed service processes and service level agreements in your service design package to ensure the most effective delivery of our services.


ITIL based incident and problem management

Clearly defined process procedures in the handling of tickets as well as in documentation, including corresponding reviews, guarantee sustainable quality assurance.


Defined escalation process

The service manager controls and co-ordinates the provision of our services, is responsible for incident and problem management and is your personal contact for escalations in all cases within the area of service.


Professional service desk

Our service desk is your single point of contact for the receipt and documentation of your service questions and fault enquiries. Through a “call-on-duty-service” we can offer you, if required, a 24×7 customer service desk. Faults, problems and maintenance enquiries are collated in a central ticketing system.


Michael Hoffmann

Head of Service Management

Scheer GmbH
Uni-Campus Nord
D-66123 Saarbrücken

T +49 681 96777-0