Achieve more... with GF AgieCharmilles Customer Service and Support

Transcription

1 Achieve more... with GF AgieCharmilles Customer Service and Support

2 The global market has never been more competitive. Customers are demanding higher quality with shorter turnaround times, and manufacturers face a wider array of challenges than ever before. As a result, you must achieve maximum performance from your machines at all times. With 100% Service, GF AgieCharmilles helps you make this goal a reality. 100% Service is a productivity program designed to provide comprehensive machine support. The program maximizes machine life and performance through its inclusion of preventive maintenance contracts and original parts and consumables. GF AgieCharmilles studies have shown that up to 70% of machine downtime can be avoided through regularly scheduled maintenance. Additionally, the use of genuine wear parts and consumables ensures that the machine performs with maximum accuracy and reliability. 2 Customer Service and Support

3 Achieve more... Customer Service and Support 3

4 Field Service 4 Customer Service and Support

5 NORTH AMERICAN FIELD SERVICE GF AgieCharmilles employs approximately 100 highly trained service engineers in North America. This allows for a high level of responsiveness regardless of your location in the country. Our strong local presence allows us to quickly put the whole of our global resources at your disposal. To find contact information for your regional service location, please go to page 7 or visit Customer Service and Support 5

6 >Tel. (888) (847) Customer Service and Support

7 SERVICE MANAGEMENT MODEL Regional Application and Service offices Holliston, MA (508) Charlotte, NC (704) Lincolnshire, IL (847) Yorba Linda, CA (714) Customer Service and Support 7

8 THE HOTLINE AND THE EXPERT ADVISOR GF AgieCharmiles uses a state-of-the-art electronic scheduling board to ensure timely and accurate customer service and support. The Hotline To provide the best possible service, all models of GF AgieCharmilles machines are supported through our state-of-the-art customer service call center. Regardless of your issue, our expert representatives are ready to provide the appropriate information and solution. Through the use of an innovative software system, representatives are constantly in contact with our entire network of resources, allowing them to meet your needs as quickly as possible. The Expert Advisor Every GF AgieCharmilles customer service representative participates in a continuous training program. This constant expansion of expertise means that you will always receive the latest and most relevant data in response to your inquiries. Whether you are calling for product information or a new machining technique, our customer service representatives will have the answer. 8 Customer Service and Support

9 LOGISTICS Logistics A fast response is imperative when shipping replacement parts or consumables. GF AgieCharmilles constantly keeps you informed of your order s status as it moves through our system. In 95% of cases, parts can be delivered as early as noon the following day. By providing rapid delivery, we minimize the downtime of your equipment. We recently consolidated logistics with a new North American central hub for spares and consumables in Woodridge, Illinois. The 35,000 sq-ft location houses more than $30 million in inventory and boasts an improved layout from the previous location, with an infrastructure designed for enhanced efficiency. This move provides a variety of benefits to customers by uniting personnel at a single site and enabling GF AgieCharmilles to unify procedures, improve phone support, reduce overhead and network across departments. Customer Service and Support 9

10 APPLICATION CENTERS APPLICATION CENTReS As part of our effort to help you Achieve More, GF AgieCharmilles has established Application Centres. Each location offers training on the latest trends and developments in EDM and high-speed and high-performance 3- and 5-axis machining. You will also be able to participate in product demonstrations by applications engineers that boast more than 429 years of experience in EDM, 507 years in tool making and 107 years in milling. Servicing the Northeast, Midwest, Southeast and Southwest regions of the United States and Canada, the Centres are located in Holliston, Massachusetts; Lincolnshire, Illinois; Charlotte, North Carolina; Yorba Linda, California; and Toronto, Ontario, Canada. GF AgieCharmilles is also planning to build a larger headquarters facility near Chicago that will house a state-of-the-art training center. Toronto Chicago Holliston yor a lin a Charlotte + + ACC HQ Center of Operations Application Centres LEGEND North East Midwest South East West Holliston Lincolnshire Charlotte Yorba Linda Canada Toronto 10 Customer Service and Support

11 TRAINING Training In today s manufacturing environment, skilled employees are a valuable resource. Investing in the best machinery will only get you so far if your operators lack the expertise to capitalize on its potential. GF AgieCharmilles is committed to providing the education necessary to make your employees experts in machine operation. + Training courses are designed to convey the most practical and beneficial information. + Expert machinists are able to achieve higher levels of performance out of equipment they are operating. + Increasing knowledge and skills satisfies and motivates employees, and helps retain a highly skilled workforce. Customer Service and Support 11

12 Milling Wire EDM Do you know 50% of the average machine s potential is untapped due to inadequate training. 12 Customer Service and Support

13 DO YOU KNOW? Diesinking EDM 70%of machine downtime is due to a lack of preventive maintenance. 20%of machine downtime is a result of not using original parts and consumables. Customer Service and Support 13

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15 PRIVILEGE CLUB CLUB PRIVILEGE Privilege Club The first program in the industry of its kind, GF AgieCharmilles Privilege Club PRIVILEGE is not a loyalty program that saves you a few pennies in discounts. Designed to ensure that you do indeed Achieve More, Privilege Club was created to save you thousands of dollars through enhanced productivity and access to exclusive beneficial content. Members can participate in customer workshops, gain online access to a variety of resources designed to boost productivity and receive information about machine specifications and enhancements, as well as valuable consumable and service alternatives. Under the new program, GF AgieCharmilles customers receive a Privilege Point for every dollar invested in consumables and wear parts. Privilege Points may be redeemed towards privileged pricing on a wide variety of services and products, including operator training, machine utilization consultations, machine options, preventive maintenance contracts and upgrades. As a Privilege Club member, you are also entitled to price matching for proprietary GF AgieCharmilles parts and consumables. CLUB Customer Service and Support 15

16 ORIGINAL PARTS AND CONSUMABLES Original Parts and Consumables There is only one source for parts and consumables specifically designed to maximize the performance of your GF AgieCharmilles machines. Third party components can result in performance losses up to twenty percent. To guarantee the levels of performance that will sustain your competitive advantage, rely on original parts and consumables, directly from the machine manufacturer. + Obtain the highest levels of accuracy from your machine by using the best possible components. + Maximize your machine s life span by eliminating the wear and tear that can be introduced by third party parts and consumables. + Achieve a reliable production environment by knowing that every aspect of your machine is designed to work together. 16 Customer Service and Support

17 MAINTENANCE CONTRACTS Maintenance Contracts Even the best machines can encounter problems if not treated properly. To ensure the best possible performance and reliability, regularly scheduled preventive maintenance should be a routine part of any machine s life. Approximately seventy percent of machine downtime can be avoided through the implementation of a GF AgieCharmilles preventive maintenance service contract. + Control, testing and adjustment procedures help monitor your machine s condition and permanently optimize its reliability and performance. + Regular inspection minimizes machine wear and the potential for breakdown. + GF AgieCharmilles technicians receive constant education, allowing them to always understand the best ways to maximize your machine s performance. Customer Service and Support 17

18 RECENT INVESTMENTS Recent Investments GF AgieCharmilles is committed to making investments that help you Achieve More. In addition to building a new 35,000 sq-ft spares and consumables hub and conducting extensive remodeling of our Yorba Linda, Charlotte and Holliston Application Centers, GF AgieCharmilles is implementing $700,000 in the following business systems: + Customer Relationship Management + Enterprise Resource Planning + Dealer Relationship Management + Tech Assign software that identifies the best available service technician based on skills, location and availability 18 Customer Service and Support

19 GF AGIECHARMILLES MIKRON GF AgieCharmilles Mikron The incorporation of Mikron into the GF AgieCharmilles brand enabled the development of a variety of high-performance and high-speed milling machines that serves as complements to our expansive line of wire and die-sinking EDM machines. To ensure that you continue to get the most from your Mikron milling machines, we are: + Increasing the number of dedicated Mikron Field Service Engineers by 60 percent + Ensuring close contact with the factory for efficient troubleshooting with New Service Management from Switzerland + Boosting USA inventory of Mikron spares by 50 percent + Working closer with North American StepTec spindle repair facility to ensure 24 hour spindle replacement + Employing a spare part price matching policy + Implementing Enhanced Preventive Maintenance program Mikron HPM 600 HD Mikron HSM 400U ProdMed Mikron HPM 1850U Customer Service and Support 19

20 Quality Policy Our job is to sell and provide lifetime support for GF AgieCharmilles precision manufacturing solutions in North America. We strive for continual improvement based on an ongoing assessment of customer requirements. In doing so, we aim to achieve more profitable customer partnerships than all of our competitors. The key to our success is the success of our customers. 20 Customer Service and Support

21 QUALITY POLICY Achieve more... Customer Service and Support 21

22 Solutions to meet any manufacturing need GF AgieCharmilles offers a comprehensive line of products to meet any application need. From the latest innovations in wire and diesinking EDM and revolutionary 3- and 5-axis high speed machining equipment to the industry s most advanced automation solutions, we have the tools you need to achieve more in aerospace, energy, medical and die and mold manufacturing. For more information on our complete line of EDM and HSM products, please visit Achieve more with GF AgieCharmilles. < Energy Mold & Die 22 Customer Service and Support

23 Solutions to meet any manufacturing need Aerospace < Medical Customer Service and Support 23

24 Contact Tel. (847) Achieve more...