MACH IN ERY
It’s hard to overstate the importance of
delivering great service − whatever business
you’re in and whatever it is you sell. It also
goes without saying that quality is a critical
factor in a purchasing decision. In our industry,
for example, the wise buyer understands the
long-term benefits of exceptional, adaptable
engineering. But the magic starts to multiply
when the commitment to quality and service is
present right through the supply chain and we
are seeing end-to-end customer satisfaction.
Earlier this year, we sold an SBZ profile
machining centre to a five-star rated supplier of
aluminium glazing. It’s our belief, backed up by
feedback from the customer, that our technology
has enhanced our customer’s ability to deliver
bespoke products of the very highest quality
at the right price. Our input − as a machinery
supplier, training provider and software expert −
has been another sound link in a chain that starts
with sourcing outstanding aluminium systems
and ends with a perfectly installed, efficient,
secure and attractive window, door or bi-fold.
I’ll be honest: when the customer approached
Elumatec, they already knew our brand values,
reputation and approach. We weren’t in the
position of having to ‘sell’ ourselves, but then
that’s never been the way we conduct ourselves.
We’ve built a business on meeting customers’
needs and the hard sell isn’t part of that. Building
trust is more important − customers need to
know that we are on their side.
Talking to the customer about their problems
and challenges is an essential part of our
service, and it quickly became clear that cutting
fabrication time was a must if the company was
to keep on top of growing demand.
The SBZ is justifiably well regarded by
those fabricating using aluminium or thin-walled
steel sections. The -axis profile machining
centre is efficient and economical, boasting an
on-board tool magazine for quick changeovers.
Clamp positioning is automatic and routing,
drilling and tapping, are performed while the
profile bar is stationary to protect the profile
surfaces. Machining is possible with all tools
at angles continuously adjustable from -Š °
to +Š °. The centre can be configured to suit
with numerous optional features. A key feature
of this model is the Windows operating system
which utilises a ‘” colour display, USB ports and
has full network capability. Combined with our
integrated eluCam software, it’s an impressive
and adaptable machine.
Of course, the machinery and its software are
only part of the story − as always, we ensured
that the customer would get up to speed
as quickly as possible with a programme of
training and support. This extra stage, and the
knowledge that we’re always on hand to offer
insights and advice, is another reason that we
have loyal customers. We’ve been talking to
this buyer about their experience and they have
mentioned our friendly, knowledgeable team
over and again. It’s not simply that we know our
products. We also know how our products fit
within fabrication operations. We know how to
capitalise on the machinery’s capabilities, how
to streamline workflows and processes, reduce
waste and retain the vital product quality that the
best fabricators are seeking.
Because we’re so open, buyers know they can
trust us and our solutions. If there’s a glitch − this
isn’t a perfect world, occasional teething troubles
happen − we get it sorted quickly. Often these
issues provide a learning opportunity for both
us and for the customer which could lead to an
improved process.
We asked the customer to sum up how they
feel about their new machining centre. They said
they were ‘over the moon’ and that Elumatec
would be their preferred supplier for future
machinery purchases. Naturally, we’re delighted
with that feedback, but we’re also proud to have
forged another productive relationship because
we know such relationships are key components
of end-to- end customer satisfaction.
End-to-end customer satisfaction
Elumatec’s Neil Parton says that while quality plays a big part in a
purchasing decision, great customer service is equally as important.
September www.ggpmag.com
“It’s our belief, backed up by feedback
from the customer, that our technology has
enhanced our customer’s ability to deliver
bespoke products of the very highest quality”
/www.ggpmag.com
