Customer service at STATEC BINDER: from consulting to optimization

At STATEC BINDER, we stand for long-term partnerships with our customers. Our expertise in the development, assembly and distribution of packaging machines and palletizers should also be tangible for our customers. The purchase of a packaging machine is a valuable investment. Our team is aware that such a purchase can not only be cost-intensive, but also extremely consulting-intensive. It is therefore important to us that both potential buyers and existing customers receive appropriate advice. This way, our customers can be sure that they are well looked after not only during the purchase, but also after delivery of a machine.

Excellent customer service is a fundamental part of this. The focus here is on providing high-quality services tailored to our customers. Our Customer Service division is characterized above all by its professional service agents and worldwide Customer Service Centers, which enable us to ensure that a contact person and the most important spare and wear parts are available close to our customers.

To prevent high maintenance costs, our customers can take advantage of various services such as inspections or on-site customer training. This involves an experienced technician visiting the customer by appointment and checking the machines for various parameters. Of course, the actual condition of all STATEC BINDER systems is also recorded during each visit and discussed with the customer in order to initiate appropriate measures if necessary. In this way, our customers can be sure that their systems enable a smooth and highly efficient packaging and palletizing process.

The first year after the purchase

After purchasing a packaging or palletizing system, customers enjoy intensive support. This is either provided directly by STATEC BINDER or via one of our representatives in your area. Our specialists allow us to be very flexible and customer-oriented. STATEC BINDER service technicians provide the necessary resources.

Among other things, STATEC BINDER's Customer Service stands for an exceptionally fast response time. We have already created the conditions for this in the past with our extensive stock of spare and wear parts. These enable us to deliver suitable spare parts quickly and reliably. However, our wide range of services - especially in the first year after purchase - prevents potential problems or short-term breakdowns.

1 - 6 - 11 Service Program: What's behind these numbers?

If a decision is made to purchase a STATEC BINDER packaging or palletizing system, customers are advised with the highest level of expertise. In the first year after purchase, we rely on intensive support from our Customer Service. This ensures efficient and safe handling of our systems right from the start.

In order to facilitate a close partnership with our customers and promote mutual exchange, we start with regular coordination meetings after commissioning.

• One month after implementation: Our technicians install the systems together with the customer and train the users on the machine. In addition, the production capacity of the system is checked and parameter checks are carried out.
• Six months after the first visit: At this point, the customer should already have a solid level of confidence and security in handling their system. Our service technicians carry out the follow-up visit and ensure that there is still the best possible understanding of the system. In addition, further parameter and visual checks are carried out, as well as refresher training.
• At the end of the first year in production: The client is visited once again by our service technicians. If there are any questions or uncertainties regarding the handling of the machine, further customer training can also take place, as well as fine-tuning of the machine if necessary. In addition to the inspection, the technician makes further recommendations for future machine operation. An individual maintenance contract is drawn up to ensure smooth cooperation between STATEC BINDER and the customer.

Spare parts & delivery

STATEC BINDER offers the best possible service for all machines used. This begins with our worldwide experience in processing, through assembly and multilingual instruction on the machine and extends to the rapid dispatch of required spare parts. STATEC BINDER has a wide range of spare and wear parts as well as accessories. When purchasing a system, customers receive a list of all installed spare and wear parts in order to create the best possible understanding of the machines. Required spare parts can be ordered easily and are dispatched as quickly as possible by our professional team.

Service & Inspection

STATEC BINDER's customer services include regular service and inspection activities. During an inspection of the packaging and palletizing machines, their current condition is evaluated by a specialist. The aim is to prevent unplanned downtime in order to safeguard production. The systems benefit from the following service and inspection activities:

• Ensure reliable operational readiness
• Optimum efficiency and performance
• Reduce unexpected system malfunctions

Regular maintenance and early identification of machine faults ensure that the production process runs smoothly. As part of the regular maintenance work, cleaning the machine is a crucial point. As product residues in particular can have a negative impact on machine performance, customers are provided with maintenance plans tailored to the individual product and machine when they purchase the system. With preventive services from STATEC BINDER, customers can avoid unplanned machine breakdowns of packaging and palletizing systems. In addition, the value of the systems is maintained for as long as possible.

Remote Maintenance System

The STATEC BINDER Remote Maintenance System ensures that problems that customers cannot resolve themselves are solved quickly. With the help of innovative technology, we have the option of identifying and resolving machine faults worldwide from our company location in Austria. Trained service technicians can identify possible causes of problems and their solutions via remote maintenance. This means that the smooth packaging process can be resumed in the shortest possible time.

New STATEC BINDER systems can already be supplied with an integrated remote connection. Models that have been in use for some time can be equipped with the remote maintenance function at a later date and thus extended.

• If the machine is at a standstill or an error message appears, customers can contact the support team.
• For less complex problems, solutions can be found during a telephone call.
• To rectify faults, our STATEC BINDER support team can access the machines via remote control. Errors can be read out and faults analyzed.

With the Remote Maintenance Systems, STATEC BINDER customers benefit from remote access in real time. This enables faults to be analyzed and rectified quickly.

Customer training

The correct training of our customers' staff is an important factor for the performance of the systems and the quality of the respective bags. Our service agents are familiar with the latest technologies and, as experienced service technicians, have extensive know-how and years of practical experience. State-of-the-art technology and the combination of theory and practice guarantee maximum learning success.

When training our customers, the focus is on system operation. This means that any questions that arise, such as "What do I have to do if ...?" can be explained in a practical manner directly on the machine. Theoretical content is also discussed in the course of the training. The scope and duration of the training depends on the customer's wishes and requirements. It is aimed at both new employees in this area and those who already have experience of operating your machines.

The aim of customer training is to achieve optimum productivity and maximum operational safety at all times. Another advantage is the in-depth understanding of the complex systems.

Optimization & modernization

STATEC BINDER takes care of the optimization and modernization of your systems. The repair and spare parts supply as well as the remote maintenance system form the basis for this. The focus is also on fine-tuning the machines to achieve the highest possible production output. We offer our customers various modernization measures and regularly inform them about new standards and updates - for example in the software area. In this way, we can continue to help ensure that the high-quality systems - made in Austria - perform reliably for many decades to come.

A long-standing customer of STATEC BINDER GmbH appreciates our customer service in the following words: "If help is needed quickly, I can rely on a technician being on site within a very short time. I really appreciate this efficient and uncomplicated way of working." (Scherf GmbH, AT).

Would you like to know which service package best suits your requirements for your new packaging and palletizing system?

Then contact us on: Contact us - statec-binder.com

You can find more information about our customer services on our website at: Services - statec-binder.com