Grundfos’ New Service App to Reduce Downtime for Malaysia’s Critical Pumping Infrastructure

Malaysian government agencies and enterprises are embracing digitalisation to tackle issues across sectors from the rollout of National Fiberisation and Connectivity Plan and establishment of the Digital Free Trade Zone, to the recent Industry4WRD policy. Complementing these efforts, Grundfos’ newly launched mobile app, SmArt Serv, leverages digitalisation to enable the smooth operation of Malaysia’s key infrastructure, ranging from industries to water utilities that use Grundfos products.

Grundfos pumps are used for various applications in Malaysia, from water distribution for consumers to water temperature regulation in air-conditioning in commercial buildings to wastewater management and flood control for Malaysian utilities. They are also widely used in industries such as marine, agriculture, manufacturing, machinery and food & beverage.

The SmArt Serv app is designed to provide prompt and efficient service to resolve any issues with Grundfos pumps, reducing the service process minimising the downtime on any repair.

Nicolai Thrane, Regional Service Director, Grundfos Asia Pacific Region, said: “Downtime on critical applications is not just an issue in terms of business continuity or lost revenue but has far-reaching consequences on the end-users as well such as the disruption in water provision. One of our key focus areas as a business is incorporating digitalisation in our service given its potential to drive efficiency at the large scale and rate we need. The SmArt Serv app is one of our many efforts to ensure a fast response rate and minimise any downtime on our solutions as much as possible.”

Through the SmArt Serv app, customers can contact Grundfos or locate the nearest Authorised Service Partner and raise a request easily through filling an online form and including a picture of the pump or system. The selected service center will then deploy one of their service engineers to the site to assess and resolve the issue. For digital pumps, the service provider can even look at fixing the problem online through remote assistance.

The app also provides customers the option to leave ratings and feedback once the problem has been resolved. These reports can be used by Grundfos to assess and plan for continuous improvements in service.

Nicolai added, “We put great effort into building great pumps, and we want our customers to get the most out of them. To ensure this, we combine outstanding quality with outstanding repair service. Customer feedback is a key component of how we ensure this high-quality service and work towards not just meeting but exceeding customer expectations.”

SmArt Serv is available on iOS, Android, and Windows, and can also be installed on a desktop computer.