The faces behind Topcon in the Netherlands

May we introduce ourselves? It's not that we're new, Topcon has been around since 1932. But it's the people who make Topcon what it is today: a global player that develops, manufactures and markets precision measurement solutions and products. These solutions -and the support we offer our customers in using them- enable smarter, faster, more sustainable, more profitable and safer work within construction and agriculture. We are always very curious to hear your story, but this time we want to show a little more of ourselves.

We start with the person who can give us an insight into what Topcon wants to do for you and who in the background connects the links: Frido Buunk, general manager of Topcon Positioning Netherlands.

"As part of a major international player, we as Topcon Positioning Netherlands translate Topcon's global vision back to the local market. We look at how we can properly apply our innovations in the Netherlands." The continuous changes in construction and infra in our country create increasing pressure to work more efficiently. "Achieving more results in less time, reducing failure costs, less environmental impact, working more safely, and a scarcity of professionals ... these are quite a few challenges that people in this industry are facing. At the same time, companies are getting bigger, doing more and more diverse work. It is precisely then that the workflow management of such a company must be in order. Data is becoming more and more important; both the acquisition, and the retrieval and use of it. Our clients are learning to think more and more in terms of data and to use systems that help them do this. Software is leading in this and cooperation is extremely important. In your team, in the company and in the project. And we help you with that."

Added value is in our people

Topcon is more than just a supplier of software and hardware. "We have good products and solutions, but we are not alone in that. The added value of Topcon is really in our people and our approach. We advise, think along and go the extra mile." Buunk realizes that the internal workflow within Topcon is therefore at least as important. "In order to serve customers optimally, all departments, such as sales, support, order processing and management, must work well together," Buunk believes.

Topcon distinguishes itself by combining genuine interest with the desire to help others move forward. "Important here are also the collaborations of and with partners and suppliers within the chain. After all, we are all a link in the big picture of the construction process."

Sales & Customer service

Not only within the chain, but also within Topcon itself, the various departments are all important parts of the whole. Like the sales department, which Ad van Gils tells us more about. "Topcon mirrors the markets we serve. Cooperating with other departments and thinking in workflows is happening more and more. For example, internally we have merged the Construction and Geopositioning markets into Positioning Solutions, similar to the overlap of those sectors within the industries we serve. After all, surveying solutions in construction, both above and below ground in combination with machine control for road construction and earthmoving, are all interrelated and increasingly digital. Optimizing earthmoving transport movements and waste transports within construction can also be done digitally from now on: all using data and good web applications." 

Van Gils notes that Topcon customers have more and more equipment that can be used diversely. This creates overlap in various sectors. "As a result, customer demand is also changing. Where in the past 15 years the customer knew exactly what equipment he needed, the customer now comes to us asking for a solution, rather than a product." 

As an example, Van Gils mentions digital surveying. "That's the issue and we're going to advise them how best to do that. Optimally tailored to the customer's application." The sales department also proactively approaches potential new customers. "For example, we reach out to contractors and see how we can be supportive in their processes. They want to be more flexible these days and pick up more parts themselves instead of outsourcing. Because we have knowledge of the market and know what they are up against, we can also serve them optimally." 

With both new and existing customers, customer service is the department where the order is processed from a to z. They ensure that all departments can do their work and that the agreements made are fulfilled.

Service

Whether a customer comes in through sales, service or support, there is always a close look at what the specific issue is and which department or person the customer can best turn to. Topcon puts together a project team and the customer has a single point of contact. "Topcon wants to make a difference especially in the area of service and support," says Raymond Mulder of the service department. "So we don't just look at what the customer asks for, we look at what the customer needs. What benefits the customer the most? It's a matter of questioning well, thinking further and using your expertise in that area optimally," according to Mulder. 

"We are responsible for delivering the orders on time with the right software and settings, all according to the customer's wishes." Mulder, previously employed in field service, has brought that specific knowledge from the outside in. "Another added value is our repair department. Virtually everything we do in-house: repairs, testing or just the annual calibrations of instruments." The rental department is also expanding. The partnership with Boels has significantly increased the choice in fleet management. "We want to avoid downtime for our customers and make sure that the preparations on the rental machines are already done," says Boels.

Support

Jan-Martijn Koelewijn, support department: "To be able to help our customers further, we will have to adapt, which is also why the sales and support departments are increasingly merging." Indeed, Koelewijn observes that the workflow for customers, especially among the aforementioned contractors, is changing. "More and more things are going digital: surveying, scanning, you name it. With that change in the market, some parties could use some help. Sometimes they lack knowledge in the secondary process, even though they would like to perform those tasks themselves. We provide full support in this regard." 

The support department takes care of connecting the equipment to the software. Also third-party software. "And we provide support in the areas of geo, machine control and agriculture. By being very customer-oriented and providing support in a proactive way, we make the customer as self-reliant as possible," says Koelewijn. "Our support colleagues are always ready to provide telephone support and our service colleagues are happy to serve customers in the service center or visit them on site. We also offer various training courses, on-site if required. And our quick guides and instructional videos are always available for reference and can provide very practical support."

And thus the circle is complete

So whoever you come into contact with at Topcon, everyone is willing to help and is aware of all the ins and outs in terms of technical products, technological developments, software and information. Moreover, there are short lines of communication with Topcon headquarters. Buunk: "Because we want to grow as a company, we are always looking for good colleagues to complement our teams. It is the team effort that ensures that we can optimally think along with the customer's processes and serve them in the best possible way. We are a global company with employees in many countries and yet we get
We receive feedback from our customers that the contact is pleasant, they are helped in a pleasant way and we work with short lines of communication. That personal touch, with attention, that is typical Topcon," Buunk concludes.