Product category:
Plant services equipment, filters, filtration systems, etc
News Release from: Marco | Subject: Assistcall package
Edited by the Manufacturingtalk Editorial
Team on 01 October 2001
Servicing weighing with an e-smile!
Mention service and service contracts to many companies and you will probably be faced with, at best, a non-too friendly response.
Mention service and service contracts to many companies and you will probably be faced with, at best, a non-too friendly response Unfortunately service is often viewed as an 'unnecessary evil', providing suppliers with a licence to print money and hold their customers to ransom
This article was originally published on Manufacturingtalk on 22 Dec 2006 at 8.00am (UK)
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This has not been helped by suppliers proffering complex service contracts which often leave their customers with excessive and additional costs when things go wrong; in some cases subcontracting the work out to dubious third parties.
However, specialist weighing company Marco Weighing Systems, believe they are setting new standards for service with their Assistcall package.
Marco see this as an integral part of their overall business philosophy which has seen the company expand steadily over the past decade.
Further reading
Factory floor efficiency system for rapid benefits
A rapid return on investment is just one of the benefits being enjoyed by Hall Hunter Partnership (HHP) following the installation of a Marco Trac-it MES factory floor efficiency system.
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Marco has been endorsed by the success of its packing and handling solution for leading soft fruit experts Winterwood Farms.
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A second six station LineMaster portion control system supplied by Marco Weighing Systems is bringing cost savings and improved productivity to leading prepared vegetable supplier Exotic Farm Produce.
Assistcall is tailored to meet specific customer requirements with different levels of entry.
However, irrespective of which level is chosen, customers are assured of the optimum support for their equipment.
Marco's technical director, Murray Hilborne, is very up beat about his company's all embracing service support.
" We're providing weighing and control solutions that meet customers' exact requirements.
Our total philosophy is centred around the customer and then providing the most cost effective, innovative and above all reliable solution.
Assistcall is a natural extension of this philosophy.
Reliability is of paramount importance and our hands-on experience gained over the past 17 years allows us to meet operational requirements without compromise.
This often requires the designing of bespoke equipment and our approach takes into account all aspects, especially relating to the integration with existing equipment and systems.
By contrast, many of our well established competitors are unable to provide this attention to detail and often look to adapt standard equipment which can lead to problems for the customer.
Our business is based on a unique blend of traditional skills and new technology." To this end, Marco have been quick to capitalize on the real potential and power of the Internet and now view it as an invaluable part of their business.
While many companies web sites are still nothing more than an extension of their literature, Marco have invested heavily in their site, ensuring that it is a fast and efficient resource for all aspects of their business, especially for online technical support.
As Murray Hilborne explains; "e-support offers tremendous flexibility and convenience.
Customers can down load manuals and support notes from our web site and we can keep these updated far more frequently and easier than traditional hard copies.
We are finding that our customers appreciate the balance between direct contact and the advantages that this new technology brings." However, personal visits are still considered to be an important part of the Assistcall package and Marco strive to find the right balance.
If more traditional customers are not comfortable with this new technology, then Marco will ensure that their level of support is still as comprehensive.
Taking time to work with customers at the beginning of any project allows Marco to provide effective training both for operation and on-going troubleshooting.
This greatly reduces the need for customers to pick up the phone and ask for assistance - a situation which often arises as a result of insufficient knowledge of basic operating procedures and can be time consuming for both parties.
Assistcall goes way beyond the repair or replacement of faulty equipment and preventative maintenance is an essential part of the service.
By carrying out regular checks on the complete system they can identify potential problems well ahead of possible failure and carry out the necessary remedial work.
Another important feature of Assistcall is the ability to integrate the program directly with customers' own quality systems, where it can be used to provide vital information on such matters as calibration records without the need for manual inputting of data.
Marco are keen to point out that Assistcall is flexible in its structure.
An excellent example of this is highlighted at Smithfield Market in London.
Over the past five years, Marco have supplied a wide range of weighing equipment to both the meat and poultry markets.
Here the stalls are operated by independent traders who are each responsible for their equipment.
Service support is vital in such a frenetic environment and the tenants are extremely demanding, expecting the best service at the most economical price and, as a result, Marco have developed a special package which meets these two criteria.
Both sides can take advantage of the density of scales at Smithfield with Marco passing on the economies gained by servicing this number of clients in one location.
As Murray Hilborne concludes; " Service will continue to be an essential part of our business and our continued investment in skilled people and new technology will allow us to provide the optimum level of support to meet our customers future expectations.
By controlling each and every aspect of our business- from design through to ongoing support we can ensure the highest quality of service.
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