A sole partner to manage every phase in the Beverage equipment lifespan. A provider of high-added-value services based on listening to customers’ needs and advanced training, support and maintenance packages, ensuring customers always get the most from their investment in SACMI technology and maximize its long-term profitability.
These are the hallmarks of the SACMI Beverage Customer Service team, which will be showcasing its innovative technologies, services and customer care skills at the Drinktec fair in Munich (Messe München, Messegelände, 12-16 September 2022).
SACMI provides continuous customer support and covers everything: from ‘product idea’ to the best technologies needed to put that idea into practice, and the solutions to manage and maintain those technologies over time. At Drinktec, SACMI Beverage will illustrate all this through an interactive platform, with the assistance team on hand to provide details as required.
The ‘voice of the customer’. SACMI Beverage’s comprehensive assistance services rely on the capacity to interpret and anticipate the customer's needs. The first step is attentive listening, via the VOC (Voice of the Customer) service, an advanced database designed by SACMI Beverage to measure perceived levels of satisfaction with the services provided.
This begins on-field, immediately after testing of the machines, with SACMI Beverage Customer Services drawing up personalized assistance plans that span the entire working life of the plant, and even beyond.
Yet the service isn’t only about supporting customers at every stage: The company uses constant feedback to set appropriate improvement drivers and thus upgrade the service over time.
Training. SACMI Beverage’s advanced specialist training services teach workers to properly use and maintain the machines, thus streamlining new plant start-ups. Available either on-line or on-site, these services provided more than 150 courses in 2021 alone, around 120 of them with on-the-job training.
With a mix of theoretical, practical, in-classroom and in-cloud methods, training courses are always tailor-made. They also make the most of the opportunities offered by new e-learning services, such as topic-specific tutorials.
Lifetime support. Machines and plants need life-long care, which is why the firm takes a multi-year approach, dividing customer support into several sub-services. With the new lifetime support package, the customer can correct the causes of any malfunctions, yet also analyze the process data to limit the risk of machine downtimes and handle production peaks without any worries.
Using ‘time-based’ analysis, the SACMI Beverage Customer Service team measures machine part consumption rates using both on-site analysis and annual measurements. The package ensures the availability of local stocks (i.e. spare parts one should have in the warehouse depending on the condition of the machines and procurement times) and, alongside them, condition-based services and annual maintenance programs.
Customers can opt for complete ‘first supply’ kits but can also make use of special emergency kits so they’re ready for specific production problems.
Lifetime extension. The 8 warehouses worldwide and 7 local offices located on five continents ensure that spare parts for SACMI Beverage machines and systems are always available. Moreover, all SACMI original spare parts purchases can be made on-line.
One of the latest core features of the ‘extended lifetime’ service package is that it can increase the effective machine/plant lifespan beyond the standard period, making it a high-added-value service that is now an integral part of the SACMI Beverage portfolio.
For example, at the time of investing in the machine, customers can purchase a certain number of spare parts or consumables kits (i.e. parts subject to normal wear that require periodic replacement). Or, given the dynamics of today’s Beverage market, they can pre-acquire the ability to implement a certain number of format changeovers on the line.
The list of opportunities also includes the optional efficiency kits that guarantee the highest performance, even after several years’ equipment use. Last but not least, the revamping kits let customers intervene on specific machine parts or the entire plant.