Kern & Sohn – Customer Service

Best customer service

For KERN & SOHN GmbH, customer service is not a separate function—it is a core part of our operational philosophy. With a history spanning more than 180 years, the company has built its reputation on precision, reliability, and consistent customer orientation. Our service approach is shaped by direct contact, technical expertise, and a commitment to support both before and after purchase.

This submission outlines the specific structures, systems and practices that enable us to provide professional, efficient and individually tailored service to our global customer base in laboratory, industrial, and research sectors.

Personal Consultation and Multilingual Expertise

KERN maintains a strong focus on personal, technically competent support. Our customers have direct access to trained account managers who provide individual consultation in up to nine different languages, ensuring seamless communication across global markets.

- Specialised category managers are available to support complex inquiries, drawing on deep product and application knowledge.
- On-site visits by sales staff are part of regular customer contact, ensuring consistent communication and hands-on support.
- Contact persons remain consistent over time, supporting long-term customer relationships and familiarity with individual requirements.

Availability and Delivery Speed

Customer satisfaction is closely tied to availability and fulfilment. KERN operates a fully automated high-bay warehouse, enabling:
- Average stock availability of over 96%
- Dispatch of in-stock items within 24 hours on working days
- Direct delivery to end customers with customisable documentation on behalf of our partners

These capabilities reduce lead times and storage burdens for distributors and end users alike.

Digital Support and Web Services

Digital infrastructure plays a central role in modern customer service. KERN offers a structured and user-oriented webshop platform, which enables:
- Immediate access to pricing and availability
- Downloadable operating manuals, data sheets and brochures
- An intuitive ordering interface, usable without specialist training

Customers and partners can also request tailored data sets (e.g. master product files, image packages, sample assortments) in multiple formats and languages, allowing seamless integration into their own systems.

After-Sales and Technical Services

Ongoing support is a key differentiator. KERN provides a range of services after purchase, including:
- Hotlines with permanent contact persons for ongoing advice
- Spare parts and repair services for continued product operation
- Calibration and verification both in-house and at the customer’s location
- Training sessions and guidance for users and distribution partners

KERN operates a DAkkS-accredited calibration laboratory and complies with international standards, including DIN EN ISO 9001 and DIN EN ISO/IEC 17025, ensuring traceable and standards-compliant service.

Customised Solutions and Partner Support

Many customers and distributors require solutions beyond standard offerings. KERN has developed structures to deliver:
- Modular system solutions for custom requirements
- Bespoke data formats, adapted to customer templates
- Free creation of promotional materials for partners
- Training and certification to support KERN-authorised distributors

This adaptability enables customers to use KERN products and services in a way that best fits their operational context.

Long-Term Approach and Sustainability

KERN’s customer service is guided by long-term thinking. Beyond daily transactions, we aim to be a reliable, accessible partner over many years. Our processes are designed for transparency, consistency, and practical benefit to the user. As a family-owned company, we also act in line with sustainable and ethical business practices, which include responsible resource use and fair working relationships.

Conclusion

Customer service at KERN & SOHN is defined by accessibility, reliability, and technical expertise. Through fast logistics, multilingual support, digital integration, and individualised service, we provide measurable value to users in laboratories, industry and research.

This award would acknowledge not only the quality of our technical products but also the structures and people behind them—ensuring that our customers receive professional support throughout the entire product lifecycle.