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New ProCustomer initiative ensures peak packaging system productivity

Pro Mach, Inc. booth S-956, launched ProCustomer one year ago, a new initiative designed to ensure that customers maintain peak packaging system productivity through best-in-class standards in aftermarket parts, service, and support.

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ProCustomer is the assurance that all customer service, technical support, training, product upgrades, and parts programs provided by Pro Mach divisions adhere to consistent standards of excellence. These standards are based on in-depth customer research and industry best practices. All 11 Pro Mach divisions deliver service and support that meets or exceeds 13 key attributes for reactive, interactive, and proactive care, with an emphasis on improving packaging line productivity.

Pro Mach senior management believes the support requirements of customers for world-class productivity and highest overall equipment efficiency (OEE) will only become more varied and extensive over time because of the changing demographics in the North American workforce, a shift in consumer buying behavior due to the recession, mandated carbon footprint reductions and water regulations, and an increasingly competitive global economy. These trends will require ProCustomer to continually improve and broaden beyond the initial 13 service and support attributes.

"Adhering to best practices will ensure that customers have the support to maintain peak productivity," said Mark Anderson, president and CEO, Pro Mach, Inc. "Importantly, ProCustomer is designed to be flexible with individual goals suited to the needs of each customer. ProCustomer is the latest in a series of strategic initiatives, which include operations excellence, product excellence, customer service excellence, and distribution excellence."

To learn more about ProCustomer, including the attributes that make up ProCustomer and to read a new white paper on the trends stimulating the need for standards in aftermarket service, visit:


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