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Understanding RATIONAL’s After-Sales Support
How does RATIONAL ensure long-term reliability and minimal downtime for its equipment?
Ryan Elsen, vice president of sales: The availability of RATIONAL service parts is the key to accomplishing our goal of having our customers using their RATIONAL units sustainably and for the long term. RATIONAL guarantees 10- year availability on all listed service parts for all RATIONAL-brand appliances from the manufacturing date of the unit.
Equipment is becoming increasingly technologically sophisticated and connected. Given the greater complexity and new features, is it important for manufacturers like RATIONAL to provide more robust post-sale support? Technology-forward cooking is becoming more commonplace in the market, and we are committed to supporting our customers on this journey. The RATIONAL ChefLine is available 365 days per year and gives our customers the opportunity to speak with a RATIONAL chef about questions related to applications, settings and more. We also offer digital support through our StartSimply videos, which help our customers learn the fundamentals of operating their RATIONAL equipment.
Every RATIONAL unit sold comes with four hours of specialized training through the Chef Assist Program. How does that program work, and how has it improved customer satisfaction? We find that this training is extremely valuable to ensuring our customers are set up for success with their new equipment. This training takes place about a month after a customer’s unit is installed, giving them the opportunity to begin using the equipment and to start adapting their recipes. During this specialized training, a RATIONAL chef visits the customer and provides hands- on training that meets their specific needs.
What are some other ways RATIONAL helps dealers and end users get the most out of its equipment? Starting in early 2025, all new RATIONAL units are delivered with a QR code affixed on the face of the unit. This code directs users to our website and StartSimply instructional videos. Available on demand, these videos share information such as useful tools, tricks and best practices the customer can use. Customers are also linked with our training app and contact information for our ChefLine and tech support line. Users can also learn about ConnectedCooking, our digital kitchen management platform that provides access to thousands of cooking programs, monitors unit usage and collects hazard analysis and critical control point (HACCP) data.
RYAN ELSEN
VICE PRESIDENT OF SALES RATIONAL
42 FEDA News & Views
The RATIONAL Mobile Training App is another way the company educates dealers and customers. What kinds of resources are available on the app, and how is the company continuing to make the app better?
The RATIONAL mobile training app is a one-stop shop that connects customers with a host of resources, including 140 training videos, operating instructions, a practice display panel, maintenance details, and ConnectedCooking. We will soon add similar resources for the iVario Pro. Dealers can use the app to help customers prepare for adding a RATIONAL unit to their kitchen by accessing spec sheets, warranty information and a pre-sales planning checklist.
How can dealers help foodservice operators understand the availability of these RATIONAL resources? We partner with our dealers by holding trainings with their teams to introduce them to our equipment and the resources available to them and their customers. During these trainings, dealers learn about benefits such as our RATIONAL ChefLine and our training app. They also have access to a dealer portal that provides resources such as spec sheets and other materials that can be used during the sales process.
What else should dealers understand about working with RATIONAL to support customers after a sale? At RATIONAL, we work every day to stay close to our customers. Our philosophy is that whether a customer is connecting with our sales team, chefs, ChefLine, or service team, we are focused only on providing a solution that will address their specific needs. The more we deliver maximum benefit to our customers, the better our growth, stability and success. We take all customer feedback seriously. If we make a mistake, we are honest and sincere, and we will do what is needed to overcompensate the customer.
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