October 2009
A Whole New Approach to Serving Customers Emerges

WHEN GOOD THINGS HAPPEN AFTER THE SALE

Baltimore, MD – For capital-intensive businesses, large purchasing decisions can be fraught with risk. Making a good decision involves more than just solving a specific business problem. Filamatic has announced two important initiatives to provide assurance to customers.
A new, three-member Service Team will be dedicated to on-site visits for installation, maintenance, repair, operator training and retrofits. The company now offers a Service Agreement to help customers maintain equipment at the lowest possible cost.
Service and Assembly
Mark Evans leads Filamatic’s Service Department. He explained the new approach by saying, “normally, members of our assembly team would travel to the customer’s site for maintenance. But we found that we needed those same assembly team members on the floor here in Baltimore. So to make sure we were properly serving all of our customers, we decided to create a new, dedicated service team.”
New Service Agreement, Discount Options
The Service Agreement has multiple benefits and incentives. A complete machinery and procedure assessment will be provided to the customer along with proactive machine evaluations and tune-ups. Operator training is conducted that includes troubleshooting techniques and preventative maintenance tasks. In addition, customers who purchase a Service Agreement will pay 10% less on hourly rates than customers without the agreement. Customers also receive a 10% discount on parts purchased within 60 days of a Service Agreement visit. Customers have the option to purchase one or two year plans, with the two-year plan providing protection against possible rate increases. Site visits can be scheduled twice yearly or quarterly and pricing depends on distance traveled and length of stay on site. Customized plans can be developed to meet the needs of individual customers.
Helping Large Companies and Small Ones
The Service Agreement is expected to bring significant benefits to both small and large filling operations. Smaller firms who don’t employ maintenance staff will save time and money. Larger operations can avoid costly downtime with improved operator training.
For more information on Filamatic’s Service Department and new Service Agreement, contact the company at 866-258-1914. Email address is technicalservice@filamatic.com.