‘Customer support services’ may seem like a hot topic in the waste and recycling industry at the moment, but it’s actually been a deep-rooted element of UNTHA UK since the company was founded. But what exactly does the term mean, why are such services important and what role might they play if you are considering a new shredder installation? We put all of these questions, and more, to our head of aftersales Roger Draper…
- What exactly does the phrase ‘customer support services’ mean?
Quite simply, peace of mind. An investment in customer support services acts like an insurance policy that ensures the continued optimal running of your shredder, long after the initial purchase. It means ongoing access to expertise, resources, support and advice, all tailored to your installation – because a successful shredding system is about much more than just the tech.
- What types of services do you supply?
We cover everything, ranging from operator training, to planned preventative maintenance packages, spare and wear parts, cutter and screen refurbishments, and even complete machine overhauls. Our services web page provides a helpful summary. There’s no such thing as a ‘one size fits all’ solution though – we’ll assess your needs and quote according to the elements that will truly benefit your shredding system and wider plant.
The majority of companies have an aversion to spikes in cost when service, maintenance and parts works are required. But they don’t know that a nominal fee per month can overcome all of these issues. The fee can even be built into an affordable finance plan.
- Planned preventative maintenance certainly seems to be a hot topic – what exactly does this mean?
I actually think it’s always been a hot topic; it just seems to have stolen more headlines in recent times.
Planned preventative maintenance is a proactive approach designed to take away any unforeseen issues before they arise. It is a form of control that minimises disruption, reduces the likelihood of outages or system failures and keeps machinery in perfect working order, regardless of usage or wear. From simple greasing regimes and vibration monitoring, to full shredder inspections, planned preventative maintenance gets rid of any headaches.
- Do you just replace cutters or can they be refurbished?
Everything depends on the machine concerned but if the cutters on four shaft shredders have not fallen below a certain tolerance threshold, they can be removed and refurbished, without the need to buy a new set. We have a guide to explain this process. It is important to monitor the wear on cutters, so that a refurbishment plan can be prepared and carried out when timely – even more reason to invest in planned preventative maintenance as it can save tens of thousands of pounds in the long run.
- What role do your engineers play in delivering high quality customer support services?
They are at the heart of it all. Without their technical expertise, unrivalled knowledge of the machines and continued commitment to client satisfaction, our services would not have grown to become the renowned support mechanism that so many customers rely on.
We look after our engineers so that they continue to work hard and act as ambassadors for UNTHA UK. They’re the face of our business.
- What are their typical skill-sets?
They’re truly multi-disciplined, with experience across the fields of both mechanical and electrical engineering. I think there’s also something to be said about their friendly manner, and the way they deliver advice in a way that clients can understand and relate to. They take pride in their work, are strong communicators and have problem-solving skills that, quite frankly, our competitors envy!
- How important are customer support services, in ensuring a successful shredder project?
Crucial. Our shredders have been built to last but technological excellence is only one part of a project. The waste and recycling markets are constantly changing but, with our expertise, we can help clients maximise the return they get from the machines, whatever challenges or opportunities they face.
- Do such services mean a project becomes more expensive?
No, not at all. Remember, prevention is cheaper than cure. Customer support services should therefore be compared to an insurance policy, as they ensure fewer issues with no unexpected costly repairs. They also ensure staff are better equipped to work safely and more productively.
- Are the services typically only required by small companies, that don’t have the relevant engineering support in-house?
The size of the company is irrelevant – it’s all about attitudes. Of course many organisations will have in-house technical expertise, but they prefer to rely on the shredder experts who have designed and installed the machine, when it comes to maintenance. The best-fit approach is different for each client, which is why we encourage customers to talk to us about their requirements, capacity and knowledge, so we can advise the most suitable and cost-effective approach for them.
- What advice would you give to a company that thinks customer support services aren’t a priority?
I would hope no company thinks like this. If they do, I would urge them to look past such a short-term mindset. It’s important to think about the scenario at hand and consider things like:
- What financial and operational impact would downtime have on my business?
- How would we cope if we were hit with an unexpected yet totally avoidable repair bill?
- Can I honestly say my staff know everything about this shredder and how to maintain or optimise it?
It is so important to work through questions like this. The answers will soon illustrate whether customer support services are a priority or not.
Want to know more about how we can help? Speak to our service team – call 0845 450 5388 or email service@untha.co.uk.