Customer Success Story: Lindner – Global market leader in recycling technology delivers service excellence with Matrix42 and mountX
Introduction: Innovation in the circular economy meets modern IT
For decades, Lindner has been synonymous with a pioneering spirit in recycling. As a global technology leader, the company manufactures shredders and system solutions for waste processing. But any organisation striving to ensure efficiency in the circular economy on a global scale also needs world-class internal processes. Together with mountX, Lindner has redefined its service management with Matrix42 to meet growing global demands.
The challenge: Mastering complexity rather than managing enquiries
Before collaborating with mountX, Lindner faced the typical hurdles of a rapidly growing global player. Customer service processes were largely unstructured and based on a cumbersome email system:
- Loss of information: Customer enquiries got lost in the maze of inboxes or were not fully documented.
- Lack of process definition: There were no clearly defined responsibilities for handling customer enquiries.
- No basis for management: Without process controls and reporting, it was not possible to objectively assess workload and performance.
- Limited scalability: A lack of automation prevented efficient long-term process optimisation.
The goal was clear: a modern, transparent and scalable Enterprise Service Management (ESM) platform for customer service, facility management and IT.
The solution: mountX and Matrix42 as strategic partners
Lindner chose mountX as its certified implementation partner and Matrix42 as its central ESM platform. The decision was based on mountX’s pragmatic expertise and the flexibility of the system.
The key points of the transformation:
- Unified service portal: All customer enquiries now run via a central Matrix42 platform.
- Automated workflows: Defined roles and responsibilities ensure smooth processes.
- Real-time transparency: Customised dashboards enable data-driven decision-making.
- Shift-Left & Self-Service: Customers can resolve simple issues themselves via the portal, reducing the workload on support teams.
- ERP integration: Seamless integration with existing systems enables direct access to key machine and customer data.
Implementation: Tailor-made processes for global requirements
Instead of rigid, off-the-shelf solutions, mountX and Lindner opted for a solution that grows alongside the business. Particular emphasis was placed on prioritisation through Service Level Agreements (SLAs). Direct routing of enquiries and deputy management enable seamless and efficient processing, for example when ordering spare parts for specific countries.
Matrix42 has helped us take our service management to a whole new level. The clear processes and rapid response times have made both our team and our customers happier.
Head of Service Operations, Lindner
Results: Transparency and efficiency at the touch of a button
The implementation of Matrix42 by mountX has fundamentally changed the way Lindner works:
- End-to-end transparency: Every enquiry is fully documented and traceable.
- Standardised workflows: All teams (Tech Support, Field Support, Customer Service) work according to uniform guidelines.
- Higher customer satisfaction: Clear SLAs ensure that bottlenecks in processing are identified immediately.
- Optimised operations: Automated processes take the strain off staff and significantly reduce the error rate.
The future: ESM as a driver for further growth
For Lindner, the project with mountX is just the beginning. The platform serves as a solid foundation for integrating further departments and driving automation forward.
Conclusion: A strong partnership for digital excellence
Lindner’s success story demonstrates that even highly specialised industrial companies can benefit from modern service management. By combining mountX’s implementation expertise with the powerful Matrix42 software, what was once merely ‘email management’ has become a genuine business driver.
Thanks to Matrix42, we can now help our customers more quickly and effectively. It’s not just a software solution, but a real driving force behind our business.
Global Service Manager, Lindner
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